"Skyrocket your customer experience impact within weeks"
- 1.5 hours on-demand video
- 23 downloadable resources
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
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Try Udemy for Business- Learn how to skyrocket your Customer Experience impact from Customer Experience implementation experts who have done it for 20+ years
- Learn the different elements of a good Customer Experience strategy based on the global proven CXPA competency framework
- Learn how to find your personal "CX" why and how it helps you to drive the CX change in your company
- Learn how to determine your CX goals in line with your current business context
- Learn how to set priorities based on your CX goals and how to drive action tomorrow
- Get access to a free exercise workbook to use with your team
- Get access to a free CX mini-assessment to understand better where you and your company are in CX maturity
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This all new CX e-course will teach you how to look at CX from a holistic view based on the Customer Experience Professional Association competenties (CXPA). It will enable you to recognize and connect your CX initiatives, prioritize them against your business goals and accelerate your CX impact dramatically. Additionally it will give you a full exercise workbook to share with your team and a CX mini-assessment to determine where you currently are with CX in your own organization. We have based this course on a proven teaching method of Tony Robbins and Dean Graziosi and is brought to you by The Experience Professionals.
- Customer Experience managers
- Marketing Managers
- Customer Journeys Experts
- Customer Experience consultants
- Customer Experience experts
- Product Owners Customer Experience
- CX Executives
- Directors Customer Experience
- Directors Marketing
- UX Designers
- Agile Customer Experience people
Course Introduction
This video will give you a warm welcome to our course and a good overview of what you can expect to learn in our great course and how to navigate through the different modules. Furthermore you can download the incredible workbook as your personal learning guide below to get you started right away. Good luck!
Why you need a 30,000 foot CX view
In this training we will learn you why having a 30,000 foot CX view is a necessity to align your organization and get things done. Furthermore Jeroen will share a personal story demonstrating how a 30,000 foot view can help and derives his best lessons learned from it to share with you.
Understand the elements of the 30,000 foot CV view
In this training you will learn a framework with different CX elements to get a broader overview on the different elements and how they work together. This is based on the Customer Experience Professional Association CX competenties, a worldwide standard for customer experience professionals. Before you start you can download an overview of the different CX competenties below.
Discover your personal why in CX
After the first theorie now it is time to get to work! In this first exercise you will find your own personal reason why you are working on CX. This is important because CX changes take time and knowing why you do it, keeps you going . The 7 levels deep exercise we use, helps you to determine what really drives you to accomplish your CX strategy / program. You can download the exercise here and fill it in for yourself. There is an example to guide you along the way. Good luck!
Determine your current company CX state
Now that you have found your personal why on CX it is time to take a look how your company is doing on CX at the moment. In this second exercise you will conduct a mini CX assessment based on the CXPA competenties for your own company. It will provide you with the insight on what key CX competenties your companies is doing well and on which not so much. These outcomes will be used later on in the process to determine your goals and set priorities. For the mini assessment just answer 'yes' or 'no' on all the questions and add up all of the 'yes' answers to find your score and indication of your current CX state. Good luck and have fun!
Why setting your CX goals creates focus & impact
In this training we will share with you why it is so important to set CX goals before you go organize and execute. CX transformations are often marathons and having clear goals creates focus and alignment you need along the way. Bart-Jan will share his personal NYC marathon preparation story to explain and derive the best lessons from this intense experience.
How to set practical CX goals within your business context
In this training Jeroen will teach you the process of setting CX goals within your own business context. In some companies it takes a long time before CX gets traction because the goals are not fully in line with where the company goes at that moment. Jeroen will teach you a step by step process to determine CX goals that work in your company context based on our shared 20+ years of CX implementation experience.
Determine how your company is doing and what KPIs it wants to achieve
In this exercise you will learn how to determine on a high level what the current context of your company is. Is it growing, stable, declining and what are the most likely change energy streams you can hook up with as a CX professional. Furthermore, this exercise will let you connect company goals to your CX goals.
Determine how your company is doing and what KPIs it wants to achieve
This exercise will challenge you to translate your goals in what you need in capabilities and activities going forward. It will help you think through where you and your company are, what you want to achieve and what you need to get there. It is a tool we often use in our masterminds and it can literally change your life or business. So let's begin
Where do you focus in setting your CX priorities?
In this training you will learn why it is i
Important to get your CX priorities straight. Jeroen will share a story on where to focus when you are setting priorities and how to apply these principles in real life.
How to set the right priorities for your CX activities
This training will teach you how to set the right priorities for all of the different CX activities you want to do. It will give you a method to weigh and rank your different activities in order to make the best balanced choice in what activities you want to deploy in terms of CX.
List and prioritize your CX activities
In this exercise we will use the activities you identified at the end of the last module to achieve your goals. We will show you a way to rank and weigh the different activities.
Ready? Steady? Action!
The (not) to-do lists will help you to determine what you should do tomorrow now that you have found your CX goals and set your priorities for all of your different CX activities. This is the exercise that will give you a way to get into gear and drive massive action going forward from day 1.
Wrap-up: Congratulations and identifying valuable lessons learned
Wow! You did it! Congratulations you belong to the small group of people who finished an online course. Congratulations. This final section celebrates your achievement and let's you identify the most valuable lessons you have learned throughout this whole process to take with you into your bright future.