CX - Customer Experience Management

How to put your customers first, every time, in this intermediary course.
Free tutorial
Rating: 4.6 out of 5 (442 ratings)
7,239 students
1hr 55min of on-demand video
English [Auto]

What Customer Experience Management is and the main challenges
All you need to know about CX Programs (what they are, how and when to start a CX Program)
How to generate qualitative and quantitative insights
Using customer feedback tools
How to optimise your surveys
Key insights about the Net Promoter Score
Tips to improve customer retention
A simple framework for transforming insights into action
How to generate company-wide engagement
Plenty of examples from industry's best-practices and mistakes


  • Managers, executives and CX enthusiasts with basic knowledge of CX Concepts and Net Promoter Score who want to learn practical tips and deliver a better Customer Experience


This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business.

During the 2-hour presentations, I have compiled the most frequent questions and challenges managers and executives face on a daily basis and I give you answers you can apply directly to make an impact now.

It is a good place for you to start creating or optimising your CX Programme, with concrete steps to follow, so you don't get overwhelmed by the complexity of the topic.

I tried to add many real-life examples, from research or directly from experience working with clients to give you very practical ideas for you to implement in your own CX Programme.

I really hope you'll enjoy the course and I am looking forward to receiving your feedback.

Small Edit April 2022: I did this course in 2020, believing I would update it yearly... I didn't! The content is still really much up to date, so don't be turned off when you see the different dates in the course.

If you have more questions, don't hesitate to ask me directly here or contact me on my Linkedin.

Who this course is for:

  • Those interested in Customer Experience, Customer Service, Customer Feedback
  • the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and "beginner oriented"


Customer Experience Specialist
Matthieu Bonelli
  • 4.6 Instructor Rating
  • 442 Reviews
  • 7,239 Students
  • 1 Course

Hi, I’m Matthieu Bonelli

I am a passionate Customer Experience Specialist helping large European companies becoming more customer centric.

I started my career in CX learning from some of the most customer focused organisations, such as Zalando and Casper.

Today, thanks to a strong focus in retail e-commerce, I help a few selected companies create CX Programs and move from CX ZERO to CX HERO, delivering each day more value for their customers while increasing profitability.

I don't consider myself a consultant, but a coach who supports the leaders day-in and day-out to ensure customer centricity becomes part of the company's DNA.

Top companies trust Udemy

Get your team access to Udemy's top 25,000+ courses