Advanced Certificate in Customer Experience Management

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