Customer Experience Management (CX): Frameworks & Strategies
What you'll learn
- Understand core Customer Experience (CX) theory & principles.
- Apply key CX frameworks and practical tools effectively.
- Map & optimize the customer journey across touchpoints.
- Analyze customer feedback using Voice of the Customer (VoC).
- Develop customer segments & personas.
- Improve service recovery processes.
- Understand key CX metrics like LTV.
- Recognize the link between EX & CX.
Requirements
- 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.
- No prior Customer Experience (CX) knowledge is required.
- A general interest in understanding and improving customer interactions.
Description
Welcome to course "Customer Experience Management (CX): Frameworks & Strategies" by MTF Institute
In competitive landscape, exceptional Customer Experience (CX) isn't just a buzzword – it's the engine for growth, loyalty, and competitive advantage. But how do you move from theory to action?
We're thrilled to launch a comprehensive course designed to equip you with the essential knowledge and practical frameworks to truly understand, analyze, and optimize the entire customer journey.
This course, "Customer Experience Management (CX): Frameworks & Strategies", provides a solid foundation covering:
Fundamentals & Theory: Dive into core CX principles and high-level frameworks.
Practical Tools: Master techniques like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and design impactful experiences.
Understanding Your Customer: Learn effective Voice of the Customer (VoC) analysis, customer segmentation, and persona development.
Strategic Implementation: Explore service recovery, emotional design (EED), key metrics (LTV, CLV), and the vital link between Employee Experience (EX) and CX.
The Future of CX: Get an introduction to how Generative AI is transforming customer interactions, from personalized journeys to advanced conversational AI and smart recommendations.
This course is perfect for professionals in Marketing, Sales, Customer Service, Product Management, and Operations, as well as business owners and managers ready to elevate their customer interactions and drive sustainable success.
Through clear explanations and guided practical exercises, you'll gain the confidence to apply these concepts immediately in your role or business.
Ready to transform your customer experience and build lasting loyalty?
Enroll today and gain the frameworks and strategies you need!
Course provided by MTF Institute of Management, Technology and Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 217 countries and has been chosen by more than 775 000 students.
Course Author:
Dr. Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.
In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses to a wide range of students from undergraduate level to business professionals and executives. Currently, as Head of the School of Business and Management at MTF, she leads the Product Development academic domain. At EIMT, where she also supervises doctoral students, Ms. Amoroso offers advanced instruction in research design and methodologies. Furthermore, she serves as a Research Consultant.
In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R&D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.
Alex Amoroso's extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.
With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.
Course Description
In today's competitive landscape, exceptional Customer Experience (CX) is no longer a luxury – it's a necessity for business growth, customer loyalty, and competitive advantage. But how do you move beyond buzzwords to actually design and manage experiences that truly resonate with your customers?
This course, "Customer Experience Management (CX): Frameworks & Strategies", provides you with the essential knowledge and practical frameworks to understand, analyze, and optimize the customer journey.
You'll start by understanding the core theories and principles behind effective CX. We'll then dive into high-level CX frameworks and explore practical tools like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and understand customer interactions from their perspective and the operational view.
Learn how to effectively listen to your customers through Voice of the Customer (VoC) analysis and use techniques like customer segmentation and persona development to deeply understand different customer needs. The course also covers crucial strategies for handling service recovery and complaints, designing for emotional impact, and understanding key metrics like Lifetime Value (LTV) and Customer Lifetime Value (CLV). We even touch upon the vital link between employee experience (EX) and CX.
Through clear explanations and references to practical exercises, you'll gain a solid foundation to start applying CX concepts in your own role or business. This course is designed for professionals in marketing, sales, customer service, product management, and operations, as well as business owners and managers, who want to elevate their customer interactions and drive sustainable success.
Enroll today to gain the frameworks and strategies needed to transform your customer experience and build lasting loyalty!
Who this course is for:
- Professionals in Marketing, Sales, Customer Service, Product Management, and Operations roles.
- Business owners, team leaders, and managers seeking to improve customer satisfaction & loyalty.
- Professionals looking to build practical skills in Customer Experience Management (CX).
- Anyone interested in understanding, mapping, and optimizing the customer journey.
Instructor
- 4.4 Instructor Rating
- 81,477 Reviews
- 841,454 Students
- 269 Courses
MTF Institute of Management, Technology & Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 216 countries and has been chosen by more than 710 000 students.
The Institute of Management, Technology and Finance (MTF), an organisation dedicated to providing practical and cutting-edge education in the fields of business, technology, and finance. Our institute has a history that began in 2021 as The Retail Banking School, focused on addressing the practical and modern challenges of the retail banking industry, finance, and fintech. However, recognizing the evolving needs of the business world, we underwent a transformative redevelopment in 2023, becoming the Institute of Management, Technology and Finance. This redevelopment enabled us to expand our focus and cater to the growing demand for expertise in IT, technology areas, business, and entrepreneurship.
Our Motto: Scientia et Pratique. At MTF, we pride ourselves on our strong commitment to practical business knowledge. We understand that success in the modern professional landscape requires not only theoretical understanding but also the ability to apply that knowledge in real-world scenarios. Our curriculum is designed to empower our students with the necessary skills, tools, and mindset to excel in their chosen fields. Through hands-on projects, case studies, and experiential learning, we ensure that our students gain the practical expertise needed to thrive in today's dynamic business environment.
We believe in fostering the growth and development of our students on multiple levels. Beyond imparting technical knowledge, we place great emphasis on nurturing a growth mindset, enabling our students to embrace challenges, adapt to changes, and continuously evolve in their careers. We support the development of our students' skillset by providing access to state-of-the-art resources, cutting-edge technologies, and industry-relevant tools. By doing so, we prepare our students to become agile professionals capable of navigating the complexities of the business world.
At MTF, our mission is to provide valuable knowledge that supports the building of successful careers and businesses. We are dedicated to equipping our students with the skills, insights, and practical know-how they need to make a positive impact in their professional endeavors. We strive to foster a learning environment that promotes innovation, creativity, and ethical decision-making. Our values revolve around excellence, integrity, collaboration, and a student-centric approach. We are committed to empowering our students to become industry leaders and change-makers.
We understand that learning is a lifelong journey, and we recognize the importance of continuous professional development. The business landscape is ever-evolving, and staying ahead requires a commitment to learning and staying updated with the latest trends and advancements. As an institute, we are dedicated to being a provider of valuable knowledge and skills that can help professionals thrive in their respective industries. Through our rigorous curriculum, ongoing research, and partnerships with industry leaders, we strive to ensure that our students receive the highest quality education that prepares them for the challenges and opportunities of the future.
Join us at the Institute of Management, Technology and Finance and embark on a transformative educational journey. Discover your potential, unlock new opportunities, and become a catalyst for change in the dynamic world of business, technology, and finance.
MTF in numbers:
> 4 000 000 students of all programs
> 710 000 unique students
digital presence at 216 countries
our students speak at English & 68 other languages