Customer Experience Management - Foundation Course

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.

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.

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.

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.