Online · Self-pacedFreeSales & MarketingIntermediateEnglish
Customer Experience Management
An intermediate course for people who lead or support customer experience work: build evidence-based personas and journey maps, run a voice of the customer programme, and calculate and read CSAT, NPS and CES with care. Learn to design, test and scale improvements, and to govern CX with clear ownership, a customer-focused culture and responsible use of data. It goes beyond the beginner course Customer Satisfaction and Complaint Handling, which covers individual complaints.
Taught by iCompetent
- Modules
- 6
- Lessons
- 30
- Duration
- 6h 24m
- Level
- Intermediate
- Quizzes
- 6 graded
Course content
6 modules · 30 lessons · 6h 24m
What customer experience is, why it matters to the business, how customers form their judgement, and the parts of a customer experience management system that the rest of the course builds.
- What Customer Experience IsPreview12 min
- Why Customer Experience Matters to the Business12 min
- How Customers Form Their Judgement13 min
- The Customer Experience Management System12 min
- CX Strategy and the Customer Promise13 min
- Module 1 quiz6 questions · pass 70%
Topics covered
Customer Experience
Journey Mapping
Voice of the Customer
NPS
CSAT and CES
Service Design
CX Governance
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