Course Overview
- Course Title: Professional Certificate in Customer Experience Management
- Instructor: MTF Institute of Management, Technology and Finance
- Target Audience:
- Business Managers
- Customer Experience Professionals
- Marketing Specialists
- Business Students
- Prerequisites:
- For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.
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 and applying CX principles
- Developing customer segmentation and personas
- Handling service recovery and complaints
- Optimizing customer journey
- Designing service blueprints and processes
- Analyzing Voice of the Customer (VoC)
- Designing emotional experiences
- Calculating Lifetime Value (LTV) and Customer Lifetime Value (CLV)
- Managing employee experience (EX)
Course Format
- Duration: 1 hour on-demand video
- Format: Self-paced online course
- Resources:
- 11 articles
- 2 downloadable resources
- Access on mobile and TV
- Certificate of completion