CX - Customer Experience Management

How to put your customers first, every time, in this intermediary course.

What you'll learn:

• What Customer Experience Management is and the main challenges
• All you need to know about CX Programs (what they are, how and when to start a CX Program)
• How to generate qualitative and quantitative insights
• Using customer feedback tools
• How to optimise your surveys
• Key insights about the Net Promoter Score
• Tips to improve customer retention
• A simple framework for transforming insights into action
• How to generate company-wide engagement
• Plenty of examples from industry's best-practices and mistakes

This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business.

During the 2-hour presentations, I have compiled the most frequent questions and challenges managers and executives face on a daily basis and I give you answers you can apply directly to make an impact now.

It is a good place for you to start creating or optimising your CX Programme, with concrete steps to follow, so you don't get overwhelmed by the complexity of the topic.

I tried to add many real-life examples, from research or directly from experience working with clients to give you very practical ideas for you to implement in your own CX Programme.

I really hope you'll enjoy the course and I am looking forward to receiving your feedback.

Small Edit April 2022: I did this course in 2020, believing I would update it yearly... I didn't! The content is still really much up to date, so don't be turned off when you see the different dates in the course.

If you have more questions, don't hesitate to ask me directly here or contact me on my Linkedin.