Design Thinking: Customer Experience

Learn what customer experience is, why it's important, and how it can be used to build strong and meaningful customer relationships.

Introduction

• Welcome
• About this course

1. The Customer Experience Context

• The age of the customer
• What is customer experience?
• Relationships as a customer experience strategy

2. The Layers of Customer Experience

• The four components of customer experience
• Archetypes
• Activities
• Interactions and principles

3. Customer Experience at Work

• Strengthening customer relationships
• Airbnb: A strong customer relationship

Conclusion

• Recap and next steps