Customer Experience Design for Customer Success: Designing Great Customer Experiences

Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. In this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight.

Discover operational and technological approaches to CX strategies

Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech.

Explore the crucial differences between Customer Experience and Customer Service

This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty.

Learn how to define Customer Value Proposition

You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others.

This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including:

• early-stage or aspiring customer success and experience management professionals;
• early career professionals looking for a CRM consultant role;
• business development and sales professionals;
• product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience.

During the course we’ll be using the Salesforce Trailblazer platform.

• Journey maps and CX Blueprints
• Welcome to the course
• Customer journey mapping
• Blueprinting customer experience
• Wrap-up
• Developing a CX strategy
• Introduction to developing a CX strategy and measuring customer loyalty and satisfaction
• Articulating an aspirational future state
• Developing a CX strategy for your customers
• Wrap-up
• Process design
• Introduction to setting your organisation up for operational success
• Creating a successful plan of action with milestones and deliverables
• Enabling operational success
• Wrap-up
• CX Strategy
• Introduction to using CX strategy to achieve business goals and objectives
• Technology-driven success
• Identifying and managing key stakeholders
• Wrap-up