Executive Development Programme Customer Experience Management
-- ViewingNowThe Executive Development Programme in Customer Experience Management (CXM) is a certificate course that holds immense importance in today's customer-centric business landscape. This programme is designed to equip learners with essential skills required to deliver exceptional customer experiences, driving growth and profitability for organizations.
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โข Customer Experience (CX) Strategy: Developing a customer-centric strategy that aligns with business goals and enhances customer satisfaction.
โข Customer Journey Mapping: Identifying and analyzing customer touchpoints, pain points, and moments of truth to optimize the customer journey.
โข Voice of the Customer (VoC) Programs: Designing and implementing VoC programs to gather customer insights, feedback, and preferences.
โข Customer Experience Metrics: Measuring and monitoring CX performance using metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
โข Customer Experience Design: Applying design thinking principles to create engaging, user-friendly, and differentiated customer experiences.
โข Digital Customer Experience: Leveraging digital technologies, platforms, and channels to enhance customer interactions and engagement.
โข Employee Engagement and Training: Building a customer-centric culture through employee engagement, training, and development programs.
โข Customer Experience Innovation: Exploring emerging trends, technologies, and best practices to drive CX innovation and transformation.
โข Multi-channel Customer Experience Management: Managing customer interactions and experiences across multiple touchpoints, channels, and devices.
โข Data-driven Customer Experience: Using data analytics, customer segmentation, and personalization to deliver targeted and relevant customer experiences.
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