Course Overview
- Course Title: CCO: Chief Customer Officer: CX Journey, Success & Care 2025
- Instructor: Mike Pritula
- Target Audience:
- Professionals aspiring to become Chief Customer Officers (CCOs)
- Customer service managers and team leads
- Business leaders looking to enhance customer experience strategies
- Prerequisites:
- Basic Understanding of Customer Service Operations
- Communication & Leadership Skills
- Problem-Solving Abilities
- Familiarity with Customer Satisfaction Metrics (NPS, CSAT, CES)
- Experience with CRM or Customer Support Tools (Zendesk, Salesforce, Intercom)
- Basic Business & Strategy Knowledge
- Time Management & Organization Skills
- Interest in Digital Transformation & AI
- Desire to Improve Customer Experience
- Motivation to Lead & Innovate in Customer Care
Curriculum Highlights
- Key Topics Covered:
- Conduct Comprehensive Audits of Customer Service Performance
- Develop and Implement Customer Service Strategies
- Build and Lead High-Performing Support Teams
- Optimize Customer Service Processes
- Utilize Key Metrics for Service Quality Monitoring
- Manage Conflicts and Handle Difficult Clients Professionally
- Foster Collaboration Across Departments
- Key Skills Learned:
- CCO Role & Responsibilities
- Customer Service Strategy
- Customer Success & Loyalty
- Service Process Optimization
- Customer Analytics & Metrics
- Handling Difficult Customers
- Future of CX & Innovation
Course Format
- Duration:
- 3 hours on-demand video
- 1 article
- 10 downloadable resources
- Format: Self-paced online course
- Resources:
- Access on mobile and TV
- Closed captions
- Audio description in existing audio
- Certificate of completion