ZPDI0570 - Customer Experience (CX) (Online)

Course Description

This popular short course teaches you the increasing importance of customer experience (CX) management. Quickly grasp how to track and analyze the changing nature of your digital customers, create feedback loops and fully embed the customer experience within your business. Includes free DMI membership for six months.

With a focus on career-ready learning, this course quickly familiarizes you with core principles and best practices in CX via a blend of essential reading, case studies and useful toolkits.

Course Outline

Customer Experience: Agility and the Changing Nature of Customers

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

Designing CX: Placing the Customer at the Center

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

Optimizing CX: Authenticity and Involving Customers

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

Measuring CX: Data, Metrics and Visualization

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

Notes

Participants have 12 weeks to complete this self-paced online course.

Exam fee and six months membership access included in course cost.

Target Audience:

• CX executives, customer success executives 
• Heads of CX, heads of sales enablement, customer success managers 
• Heads of digital 
• Digital marketing managers 
• Digital account managers 
• Community managers 
• CRM managers