Course Overview
- Course Title: Advanced Certificate in Customer Experience Management
- Instructor: MTF Institute of Management, Technology and Finance
- Target Audience: Professionals and managers looking to enhance customer experience management skills.
- Prerequisites: None
Curriculum Highlights
- Key Topics Covered:
- Introduction to Customer Experience Management
- Theory Overview
- High-Level Frameworks
- CX Principles
- Customer Segmentation and Persona Development
- Service Recovery and Complaint Handling
- Customer Journey Optimisation
- Service Blueprinting and Process Design
- Voice of the Customer (VoC) Analysis
- Emotional Experience Design (EED)
- Lifetime Value (LTV) and Customer Lifetime Value (CLV)
- Employee Experience (EX)
- Key Skills Learned:
- Understanding the fundamentals of Customer Experience Management (CX)
- Exploring key CX principles and concepts
- Delving into high-level frameworks and specific strategies for enhancing customer experience
- Personalisation
- Consistency
- Empathy
- Accessibility
Course Format
- Duration: 3 hours on-demand video
- Format: Self-paced online course
- Resources:
- 14 articles
- 15 downloadable resources
- Access on mobile and TV
- Certificate of completion