Customer Experience Management (CX): Frameworks & Strategies

Course Overview

• Course Title: Customer Experience Management (CX): Frameworks & Strategies
• Instructor: MTF Institute of Management, Technology and Finance
• Target Audience:
  • Professionals in Marketing
  • Sales
  • Customer Service
  • Product Management
  • Operations
  • Business owners and managers
• Prerequisites:
  • No prior Customer Experience (CX) knowledge is required
  • A general interest in understanding and improving customer interactions

Curriculum Highlights

• Key Topics Covered:
  • Fundamentals & Theory
  • Practical Tools
  • Understanding Your Customer
  • Strategic Implementation
  • The Future of CX
• Key Skills Learned:
  • Understand core Customer Experience (CX) theory & principles
  • Apply key CX frameworks and practical tools effectively
  • Map & optimize the customer journey across touchpoints
  • Analyze customer feedback using Voice of the Customer (VoC)
  • Develop customer segments & personas
  • Improve service recovery processes
  • Understand key CX metrics like LTV
  • Recognize the link between EX & CX

Course Format

• Duration: 3 hours on-demand video
• Format: Self-paced online course
• Resources:
  • 7 articles
  • 11 downloadable resources
  • Access on mobile and TV
  • Certificate of completion