Masterclass Certificate in CX: The Human Factor
-- ViewingNowThe Masterclass Certificate in CX: The Human Factor is a comprehensive course that focuses on the critical role of human factors in customer experience (CX). This course highlights the importance of empathy, emotional intelligence, and communication skills in creating exceptional customer experiences.
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โข Customer Experience (CX) Strategy: Understanding the key principles and best practices of customer-centric strategy development and execution. โข CX Metrics & KPIs: Measuring and tracking customer experience performance, including CSAT, NPS, and CES. โข Customer Journey Mapping: Visualizing and analyzing the customer journey to identify pain points, opportunities, and areas for improvement. โข Empathy in CX: Building and fostering empathy to understand customer needs, expectations, and emotions. โข Voice of the Customer (VoC) Programs: Collecting, analyzing, and acting on customer feedback to drive CX improvements. โข Customer-Centric Culture: Creating a customer-centric culture within the organization to drive customer-focused decision making. โข Design Thinking for CX: Applying design thinking principles to create innovative and user-friendly customer experiences. โข Employee Experience (EX) & CX: Understanding the link between employee experience and customer experience and how to improve both. โข Digital Customer Experience (DCX): Designing and delivering seamless and engaging digital customer experiences. โข Customer Experience Analytics: Leveraging data analytics to gain insights into customer behavior, preferences, and needs.
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