Customer Experience for non-CX professionals

Name: Customer Experience for non-CX professionals
Rating: 4.2 (91 reviews)

How to generate sustainable business growth by being customer focused

Created byOlga Potaptseva

Last updated 12/2021

English

What you'll learn

Understand what is Customer Experience (CX)
Identify who and how should manage CX
Learn how to create an actionable CX Strategy
Discover practical tools and capabilities you need to manage CX
Practice foundational activities to establish CX in our organisation

Course content

1 section • 9 lectures • 54m total length

Introduction3:27
Contrary to popular belief creating an amazing customer experience is not about doing everything customers want or being all nice and soft. It is about growing your business in a sustainable way. Listen to this foundational course on customer experience and learn how to build a profitable business that serves its customers better than competitors.
Customer Experience Definition2:37
Learn what is customer experience and how it is different to customer service, user experience and customer satisfaction
Who’s job is it to manage customer experience7:55
But who’s job is it to manage CX? Do you appoint a Chief Customer Officer? Do you create a CX function? Do you give this job to the Marketing or Customer Service director? Find answers to these questions in this lecture
Where do I start? CX strategy5:52
CX Strategy is a necessary component for business success. It need to align with the business strategy, drive organisational projects and employee development. Without a CX Strategy we cannot expect an intentional and consistent customer focus. Learn how to go about creating a CX Strategy that works!
The action starts now - how to bring CX Strategy to life5:23
80% of business transformations fail, and customer centric transformations are no exception. There are several reasons for that and the most significant are: organisational readiness and feasibility. See how you can assess organisational readiness and start embedding CX into your culture. We will talk about execution feasibility in the last lecture.
CX toolkit21:10
Customer experience discipline uses many tools: customer research, employee feedback on customer issues, customer journey maps, communication and even process improvement. Listen to this session to make sense of them and understand correct use case scenarios
Investment and timing3:21
To start creating a measurement system whereby you are confident your CX efforts are generating business outcomes you need to understand what benefits your customer centric projects are going to deliver to your business.
If you want to know more than we can cover in this short module please refer to an external link to a CX Doers webinar. There I talk about our great CX Actions App that includes a CX project assessment / prioritisation tool
Are you ready to take action?3:55
Need extra motivation to get started? See the key components to success and don't be afraid to take the first step. I always advocate agility as large scale transformations don't work. Why not make a list of CX activities you can do this week?
Conclusion0:53
I hope you enjoyed the course and are now more familiar with key CX concepts and success factors. I remain happy to answer any questions you might have. Please contact me at olga@eucustomerconsultancy.com

Requirements

No prior experience in CX is required

Description

According to the Temkin Group, a moderate increase in customer experience (CX) generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. This sounds like a nice prospect, doesn't it? Yet, many see customer experience as an intangible dream that is disconnected from the commercial reality. In this course I will demonstrate that CX is a business discipline that, if approached in the right way, can make your company loved by customers, employees and shareholders!

This course provides an introduction into the discipline of CX, defines its key concepts, principles and tools. More importantly it provides practical tips on how to start your CX program - from CX Strategy creation, change readiness assessment to employee engagement and customer centric culture facilitation.

This course is not designed to give you a professional CX qualification, but after its completion you should be able to:

1. Clearly articulate what is customer experience and why you need it

2. Create a CX Strategy that is unique to your company

3. Understand how to map customer journeys and why journey management is important

4. Identify customer and business goals within each journey

5. Understand what processes support each step and who owns them

6. Collaboratively map the processes with all involved

7. Create a foundation for continuous process improvement

8. Check customer feedback and satisfaction scores

Who this course is for:

This course is for business decision makers and middle management who want to benefit from making their organisation more customer centric, but have limited understanding of CX