Customer Experience Course Overview

With a focus on career-ready learning, and delivered through a blend of essential reading, case studies and useful toolkits, this course will quickly make you familiar with the core principles and best practices in of Customer Experience

• 4 Interactive Modules.

• Associate Level Certification.

• 8 Hours self-paced learning content. 

• FREE DMI Membership included.

• Practical Toolkits and Templates.

Key skills and competencies you will gain

Customer Experience Customer Personas CX Basics Agile Thinking

Designing for CX Strategic Thinking Metrics and Performance

Module 1 - Customer Experience: Agility and the Changing Nature of Customers (3h 37mins)

The changing nature of customers today means you need to adopt an agile approach for your digital strategy.

Knowledge Gain:

The Changed Buying Process   | The Basics of CX   | Introduction to CX in the Digital Environment  | Agile Thinking 

Toolkits:

• Audience Research and Listening Tools

• 7 Tips on Getting to Know Your Customers Better

Module 2 - Designing CX: Placing the Customer at the Center (2h 18mins)

Develop your CX knowledge by focusing designing an excellent customer experience – placing the customer at the heart of your activity.

Knowledge Gain:

Assessing CX  | Designing CX  | Adaptability in the Workplace 

Case Study/Webinar

Glossier: A Thoroughly Modern Beauty Brand

Toolkits:

Buyer Persona Template

Module 3 - Optimizing CX: Authenticity and Involving Customers (1h 40mins)

Improve the customer experience by gathering feedback from your customers and forming a genuine response to their needs.

Knowledge Gain:

Becoming a Strategic Thinker   | Changing the Customer Experience  | Social Customer Service Strategy  | The Art of Persuasion 

Case Study/Webinar:

• The Fyre Festival & Authenticity in Marketing

• REI: An Outstanding Social Media Success

Module 4 - Measuring CX: Data, Metrics, and Visualization (1h 42mins)

Measure your performance. Track your results. Understand the metrics you can use, and at how to report and present your findings.

Knowledge Gain:

Social Customer Service Metrics and Performance  | Increasing Performance with CX  | Reporting, Visualization, and Presenting Data 

Case Study/Webinar:

McDonald's: Through the Golden Arches to Global Dominance

Toolkits:

• 5 Tactics to Get Great Customer Reviews
  

• How to deal with fake online reviews