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