Customer Experience (CX) Management Fundamentals
What you'll learn
- Definitions of customer experience
- Creating a customer experience strategy
- Understanding customers' needs and expectations
- Creating customer experience culture in the organizations
- Managing customer channels
- Customer journey design and mapping
- Creating emotional customer experiences
- Measuring customer experience management
- Complaint Management
- No pre-requirement is needed
In this course you'll learn how to manage customer experience in organizations. We'll start with the definitions of customer experience and experience management. You'll learn how to create customer experience strategy and important points. Then we'll go through the 4 steps of customer experience management: Creating Customer Centric Culture, Understanding Customers'. Expectations, Channel Management and Emotional Experience. We'll go deeper to Customer Journey Mapping in one video. Also you'll reach customer journey mapping templates.
We'll focus two more important topics of customer experience management. These are complaint management and experience measurement. In these sections you'll learn how to manage customer complaints, how you should solve them and details of service recovery process. You can't manage if you don't measure. In measurement section, you'll learn key customer experience measurement metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). Also you'll be aware of some operational metrics that effect customer experience. We'll finish the course with next steps and future of experience management. You'll find templates, exercises and additional readings in the course.
If you're working for customer experience, customer service, sales, marketing departments or you're running a startup, this course will help you to understand your customers and learn how you should design and manage their experiences. Not only you'll see the definitions and explanations, but also you'll able to see best practices from all around the world too.
Who this course is for:
- Customer experience professionals
- Customer experience responsibles in agile teams
- Sales professionals
- Marketing professionals
- Customer service managers
- Customer service representatives
- Employee experience responsibles in HR teams
- Product and service designers
Gokhan Kara has been working in customer experience area since 2011. He worked for Turkcell, Vodafone, Fibabanka and Enerjisa. He has been working as Customer Experience Advisor at Pisano since 2020. He attended international CX summits in London, Stockholm, Amsterdam, Berlin and Vienna as a keynote speaker. He’s a jury member and chair of judges in prestigious customer experience awards such as International CX Awards and UK CX Awards. Also he's the chairperson of Turkey CX Awards.
Gokhan Kara is the winner of “CX Impact Awards” in 2019 and selected as “Top 25 CX Leader of The Year” in 2019 ; "Top 150 Global CX Thought Leader" in 2020 and "#4 Global Top CX Influencer" in 2022. Gokhan Kara is a founder of 2 times award winner CXPA Istanbul local network. Also, he is global Board Member of CXPA, which has 4000 members from 70 countries, since 2020.
He is a Certified Customer Experience Professional (CCXP). He is the first CCXP in Turkey, one of the 1400 in the world. He has deep knowledge about CX measurements, customer journeys and creating customer focused culture. He is an author and writes his thoughts and experiences about Customer Experience for Harvard Business Review Turkey, CX Magazine, CX Network and his personal website. He gives trainings and consultancy to companies since 2015.