Customer Experience (CX) Strategy: How to Design an Organizational Approach

Learn to leverage organizational insights and research to build a successful customer experience (CX) strategy.

Introduction

• Getting started on your CX strategy
• Is this the right CX course for you?

1. CX Strategy: The Context

• Exploring the role of CX in your organization
• Defining and championing deep human understanding

2. CX Strategy: The Key Elements

• Compiling insights and research: Top CX methods
• Relationship vs. transactional research
• Leveraging predictive customer intelligence for CX
• Leveraging behavioral science for CX
• Leveraging cultural foresight for CX
• Brand and experience tracking for CX

3. CX Strategy: Defining Your Customer

• CX in market segmentation
• Eight steps to customer journey maps

4. CX Strategy: Building It into Branding

• CX in your external brand strategy
• CX in brand positioning and messaging
• CX in your internal brand strategy

5. CX Strategy: Applying It across Your Business

• CX in design
• CX in product strategy and design
• CX in digital transformation
• CX in omnichannel customer service
• CX in content strategy
• CX in loyalty programs

Conclusion

• Continuing to hone your CX strategy