Executive Development Programme in Building the Future of CX
-- ViewingNowThe Executive Development Programme in Building the Future of CX is a certificate course designed to empower professionals with the skills needed to excel in customer experience (CX) management. In today's experience-driven economy, there is a high industry demand for CX leaders who can drive growth and profitability.
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Customer Experience (CX) Strategy: This unit will cover the development of a comprehensive CX strategy, including understanding customer needs, setting CX goals, and creating a roadmap for CX improvement.
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Customer Journey Mapping: In this unit, participants will learn how to map the customer journey, identify pain points, and develop strategies to optimize the customer experience at each touchpoint.
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Voice of the Customer (VoC) Programs: This unit will cover the design and implementation of VoC programs, including methods for collecting customer feedback, analyzing data, and making data-driven decisions.
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Customer-Centric Culture: This unit will focus on building a customer-centric culture within the organization, including aligning the organization around customer needs, fostering cross-functional collaboration, and developing customer-focused leadership.
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Employee Experience (EX): This unit will cover the relationship between EX and CX, including strategies for improving employee engagement, creating a positive work environment, and developing a customer-focused mindset among employees.
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Digital Customer Experience: In this unit, participants will learn about the latest trends and best practices in digital CX, including mobile optimization, personalization, and the use of AI and machine learning to enhance the customer experience.
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Metrics and Analytics: This unit will cover the key metrics and analytics used to measure CX success, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES). Participants will also learn how to use data and analytics to drive CX improvement.
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Change Management: This unit will cover the change management aspects of CX transformation, including managing resistance to change, building buy-in, and communicating the vision for CX improvement.
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Innovation and Future-Proofing: The final unit will focus on innovation and future-proofing the CX strategy, including staying up-to-date with the latest trends and technologies, and anticipating and adapting to changing customer needs.
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