Customer Experience Design for Customer Success: CX Impact and Strategic Insights

The bar for ‘good’ customer service has been repeatedly raised in the competitive digital era, with customer experience (CX) design offering a way for businesses to pull ahead of their competition through better understanding of their customers.

This course offers an introduction to CX design, including the most popular tools within the industry, how to deploy them, and how to understand customer journey maps.

Gain an introduction to CX design

Start your own CX journey by defining the parameters of customer experience design. You’ll outline topline approaches to effective CX designs and review effective tools for creating CX design and bringing CX strategies to life.

Build your understanding of customer journeys

Refining the customer journey is an essential part of CX design and improvements - you’ll define what a journey is and learn to identify key elements of a journey map so that you can see areas to make improvements.

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.

• Introduction to Customer Experience (CX)
• Welcome to the course
• What is Customer Experience (CX) and CX design?
• Value of effective CX Design
• Wrap-up
• Design Process
• Introduction to the end-to-end CX Design Process
• The design-discipline behind great CX
• Customer-centricity and empathy
• Wrap-up
• Getting to know your customer
• Introduction to getting to know your customer
• Crafting customer personas to understand your customer
• Creating a successful CX vision
• Data-driven approaches to understand your customer
• Wrap-up
• Developing customer empathy
• Introduction to developing customer empathy
• Gaining insight to customer needs using empathy maps
• Wrap-up