Course Methodology

The training employs a mix of self-assessments, templates, group exercises, workshops, and relevant videos to ensure participants acquire and apply the competencies needed to design and implement a full-fledged CX program.

Course Objectives

By the end of the course, participants will be able to:

• Understand the fundamental concepts of Customer Experience (CX), including its definition, importance, and key components, and differentiate between CX and customer service.
• Conduct thorough customer research, assess CX maturity, and develop a comprehensive CX framework tailored to their product-market fit.
• Identify customer touchpoints, create detailed personas, and use tools and techniques for effective journey mapping, including AI-powered personalization. 
• Craft a focused customer strategy and developing actionable CX plans using strategic tools like the CX strategy canvas.
• Master the key metrics for measuring CX success and apply methodologies such as Design Thinking and Conversion Rate Optimization to continuously improve the customer experience.

Target Audience

This course is ideal for professionals in customer service, marketing, PR, communications, sales, and operations who wish to understand the importance and role of CX, design and implement CX programs, and build their competencies in such a discipline related to customer-centricity.

Target Competencies

• Mastering CX AI tools
• Assessing CX maturity
• Developing CX strategies 
• Journey mapping techniques
• Creating customer personas
• CX metrics and tracking
• Developing CX canvas  

Customer Experience: An Introduction   

• Customer Experience-Definition    
• The importance of Customer Experience
• Customer Experience vs Customer Service
• The holistic approach of CX
• Key components of an exceptional CX

Preparing for CX implementation  

• Customer research and analysis
• The six pillars of Customer Experience   
• A suggested CX Framework
•  Ensuring product-market fit  
• CX maturity: definition and assessment

Mapping the customer journey   

• Identifying customer touchpoints
• Creating customer personas  
• Tools and techniques for journey mapping  
• Personalization in CX  
• AI customer journey (AI tools and demos)

Developing a CX strategy   

• Customer strategy: definition
• The one-page customer strategy  
• Developing CX action plans  
• The CX strategy canvas
• Developing your CX strategy canvas

Customer Experience enhancement and metrics    

• Key CX Metrics: NPS, CSAT, CES, and more
• CX improvements methodologies
• Design Thinking (DT) for product improvements  
• Conversion Rate Optimization (CRO) techniques
• The CX execution dashboard