Customer Experience Management - Foundation Course

Name: Customer Experience Management - Foundation Course
Rating: 4.6 (427 reviews)

Learn modern day Customer Experience Management in the Digital World

Created bySameer Narkar

Last updated 11/2024

English

English [Auto],

What you'll learn

Learn the role of customer experience management in 2024
How to management customer experiences
Learn the role of social listening in mordern day customer experience management
Important customer experience management metrics
How modern day marketing and customer experience go hand in hand

Course content

7 sections • 40 lectures • 2h 33m total length

Introduction1:54
This is the first module in the Customer Experience Management - Foundation Course. Here we will embark on an enlightening journey to explore the vast realm of Customer Experience Management (CXM). This comprehensive course aims to equip you with a profound understanding of CXM and its intricate details, providing you with the knowledge and skills necessary to navigate the dynamic landscape of customer interactions.
What is Customer Experience (CX) ?5:17
Discover how to manage customer experience across all touchpoints using an omnichannel approach, the four pillars, social listening, social crm, and data analytics to enhance customer experience.
What is Customer Experience Management5:21
Learn how customer experience management designs and optimizes the journey to boost satisfaction through research, journey mapping, customer centricity, and NPS and CLV.
The importance of CXM in today’s business landscape5:38
Key differences between CRM and CXM3:18
Compare CRM and Kxmb, showing how CRM analyzes data to improve relationships at sales and service touchpoints, while Kxmb designs a seamless, long-term customer experience across all touchpoints.
The different channels through which customers interact with businesses3:39
Explore how customers interact with brands across social media, email, chat bots, live chat, calls, offline touchpoints, mobile apps, and voice assistants to shape an omnichannel experience.
What is omni-channel CXM ?4:08
Explore omnichannel cxm, where all channels are integrated to deliver a seamless, personalized customer journey across websites, apps, and in-store interactions, tracking behavior for contextually relevant experiences.
The challenges associated with multi-channel CXM3:22
Explore the challenges of omnichannel cxm, including channel integration, data management, and consistent messaging, and learn how Connect Insights' four pillars streamline data, technology, training, and processes.
The benefits of adopting an omnichannel CX approach4:00
Adopt an omnichannel cxm approach to deliver a seamless, consistent customer experience across touchpoints. Leverage data-driven insights for personalization, improved retention, and a competitive advantage that boosts loyalty and revenue.
Best practices for implementing omnichannel CX4:00
Implement an omnichannel cx strategy by mapping the customer journey and creating a single view across channels. Invest in integrated technology, train staff, and measure to improve satisfaction and loyalty.
Practice test

Introduction1:45
The 4 Pillars of Omnichannel CXM is the framework on which the Konnect Insights platform is built. This framework allows for a systematic approach to managing customer experience and ensuring the highest levels of satisfaction. In this module of the Konnect Insights Academy, we will discuss what all the 4 pillars are and deep dive into how these can be used to improve the overall effectiveness of customer experience management efforts.
The First Pillar: email, social media, web, and offline touch-points4:50
Explore the four pillars of omnichannel customer experience management, focusing on the first pillar: email, social media, web, and offline touchpoints, to enhance engagement and loyalty.
The Second Pillar: Calls & Chatbots3:18
Explore the second pillar of unified customer experience management, highlighting chat and phone calls, their integration with email and social channels, and data-driven insights to improve service.
The 3rd Pillar: CRM + Analytics2:38
The 4th Pillar: Social media publishing + Marketing automation + response manag3:08
Publish and marketing automation translate data from social media, web, email, and offline interactions into a segmentation-based engagement plan, delivering a view of the customer and supporting omnichannel customer experience.

Introduction1:11
Customer Experience Management is a continuous process and measuring your efforts is the one way to understand if your efforts are being effective or not. CXM efforts can be measured by various ways like tracking various Key performance indicators and analyzing how the team is performing for the given time period. In this section we will look at some of the important KPIs what they exactly are and the role they play in enabling professionals to measure their customer experience management efforts.
The role of metrics in CXM2:55
Explore how metrics drive CXM by measuring first response time, turnaround time, NPS, CSat, and churn, analyzing data to set benchmarks and translate insights into action.
First Response Time (FRTs)3:45
Resolution Time (TATs)4:57
Improve customer experience by reducing resolution time (tat) through an efficient ticketing system, targeted agent training, automation, and ongoing monitoring of SLAs.
Service Level Agreements (SLAs)4:37
Define clear service level agreements that specify response and resolution times, metrics, and consequences. Monitor, measure, and continuously optimize cxm practices to boost customer satisfaction and loyalty.
Customer Satisfaction (CSAT)4:24
Net Promoter Score (NPS) Scores5:15
Understand the Net Promoter Score (NPS) and its promoters, passives, detractors, and how to calculate NPS. Explore strategies to boost NPS by acting on feedback, improving service, and tracking results.
Agent performance measurement3:28
Measure agent performance with metrics like tickets handled, escalations, SLAs met, and average first response and resolution times to improve productivity, efficiency, quality of service, and customer satisfaction.

Introduction0:51
Social listening is a process with multiple benefits like market research, customer experience management, and marketing. Social CRM and Online reputation management enable brands to be in touch with their customers and manage their satisfaction levels. In this section, we will look at the role social listening, Social CRM and online reputation management play in terms of customer experience management.
What is Social Listening and Why is it necessary for CXM3:43
What is Community Engagement (ORM) and it’s importance in CXM4:35
Harness online reputation management to monitor reviews, respond to feedback, and engage customers. Learn how ORM and social listening shape customer experience, trust, and brand loyalty.
What is social CRM and how it is related to CXM4:37

Introduction1:20
Explore social listening in customer experience management, from its definition to practical application, and learn how real-time audience insights enhance social CRM and online reputation management.
What is Social Listening?5:04
Understand social listening as the process of monitoring brand conversations across social platforms and web channels to derive real-time insights, boost customer experience, and strengthen brand reputation.
Why is Social Listening important?4:55
Leverage social listening to monitor customer conversations across social and online channels, gaining real-time insights to understand your audience. Use these insights to guide brand strategy and respond promptly.
What are the major applications of social listening4:12
Social listening helps brands monitor social media, manage online reputation, enhance customer experience, guide market research, sentiment analysis, consumer behavior, influencer identification, competitor analysis, benchmarking, and trend and crisis detection.
Social Media Monitoring3:22
Monitor social media in real time to track customer sentiment, identify crises, and optimize campaigns with audience insights and influencer identification.
What is the diffrence between social listening and social media monitoring7:42
Differentiate social listening from social media monitoring, moving from micro mentions to macro insights, and use proactive listening to inform long-term brand and customer experience improvements.
What kind of metrics and KPIs can be analysed through social listening?4:56
Explore key social listening KPIs such as share of voice, sentiment analysis, media type analysis, influencer engagement, and demographic and trend analysis to measure brand reach and positioning.
How to choose a Social Listening Platform?4:41

Introduction1:24
Online reputation management is a very important process for every brand to undertake to maintain their reputation on social media channels and the web. It is the process of shortlisting conversations and propagating an appropriate response to them to ensure that the customer is 100% satisfied. In this module, we will be deep diving into what online reputation management exactly is, how to actually undertake this process and lastly, we will look at how to measure ORM efforts with analytics and performance metrics.
What is ORM?3:02
Learn online reputation management as a holistic framework, covering monitoring and listening, sentiment, trends, search engine reputation management, customer care, crisis management, content creation and promotion, and influencer collaboration.
The Importance of ORM in today’s digital age4:25
Explore how online reputation management builds trust in the digital age, monitors feedback, supports purchase decisions, and enables proactive crisis response and engagement.
Best practices for ORM & response management3:45
Proactively monitor your online presence, respond promptly and professionally, personalize interactions, address negative feedback constructively, and train teams to continuously improve ORM and customer experience.
Response management metrics and analysis4:20
Explore response management metrics and analysis to evaluate interaction effectiveness and timeliness. Track ratings, sentiment, engagement, share of voice, search rankings, and conversion to improve online reputation.

Requirements

none

Description

This course is dedicated to providing a comprehensive understanding of the fundamentals of social listening and customer experience management. Beginning with an exploration of Social Listening and Online Reputation Management, participants will grasp the essence of monitoring online conversations and managing brand perception effectively.

Throughout the course, emphasis is placed on elucidating the key concepts and principles underlying social listening and online reputation management. Participants will delve into various strategies and tools essential for capturing valuable insights from social media channels and other online platforms.

As the course progresses, attention shifts towards elucidating metrics and tactics crucial for measuring the efficacy of social listening efforts. Participants will learn to interpret data analytics, track key performance indicators, and derive actionable insights to enhance their customer experience management strategies.

Through a blend of theoretical concepts and practical exercises, participants will gain hands-on experience in applying social listening techniques and optimizing online reputation management practices. By the conclusion of the course, participants will be equipped with the knowledge and skills necessary to navigate the dynamic landscape of social media, bolster brand reputation, and drive meaningful engagement with customers.

Join us on this educational journey to master the essentials of social listening and customer experience management, and elevate your proficiency in harnessing the power of online conversations to propel your business forward.

Who this course is for:

customer experience professionals
digital marketeers
customer support
community engagament
Business graduates
professionals looking to upskill

Customer Experience Management - Foundation Course

What you'll learn

Explore related topics

Course content

Customer Experience Management10 lectures • 41min

The 4 Pillars of Omni-channel CXM5 lectures • 16min

Measuring the impact of CXM8 lectures • 31min

Social Listening, Social CRM, ORM with respect to CXM4 lectures • 14min

Social listening8 lectures • 36min

Online Reputation Management5 lectures • 17min

Certification Quiz!0

Requirements

Description

Who this course is for: