Overview
A practical course to understand, design, and manage excellent customer experiences across touchpoints.
Learning Objectives
Understand customer journey mapping.
Apply design thinking in CX.
Learn to measure and improve CX.
2-Day Outline
Day 1:
CX principles and customer journey
Voice of the Customer (VoC)
Touchpoint evaluation
Day 2:
CX metrics and KPIs
CX governance and strategy
Action planning and improvement
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