CX - Customer Experience Management in 2020 and 2021
What you'll learn
- 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
Requirements
- 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
Description
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 Program, with concrete steps to follow, so you don't get overwhelmed by the complexity of the topic.
I really hope you'll enjoy the course and I am looking forward to receiving your feedback.
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"
Featured review
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Course content
- Preview01:03
Instructor
- 4.6 Instructor Rating
- 117 Reviews
- 3,812 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.