Professional Certificate in Customer Experience Management

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