عربي
عربي
Passionately developing careers since 2000.
عربي
عربي
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Why Attend
For a great customer experience, every interaction at every customer touchpoint, such as a website visit, a phone call, or a product purchase, must be exceptional. Customer Experience (CX) means creating and effectively managing your customersâ emotions. Every single interaction between an organization and its customers fosters an emotion. Whether that emotion is deep frustration or sheer delight is mainly up to you and how thoughtfully you design, plan, and execute the customer experience. This course provides all the practical knowledge you need to create a customer-centric culture and a workable customer experience framework for your organization. You will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX program. By the end of the course, you will feel prepared and ready to implement what you have learned in your organization.
Overview
Course Outline
Schedule & Fees
Methodology
The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program.
Course Objectives
By the end of the course, participants will be able to:
Explain the fundamentals of customer experience, its importance, key pillars, and essential terminology to build a solid CX foundation
Conduct effective customer research, develop customer and employee personas, and align customer strategies with product and brand propositions
Map and analyze customer journeys, identify key touchpoints, and apply emotion mapping to enhance customer interactions
Measure CX performance, create actionable insights, and develop sustainable improvement strategies using CX dashboards and tools
Design engaging brand activation programs that align with CX strategies and measure their impact on customer engagement and brand perception
Target Audience
The course will benefit a wide range of professionals in customer service, marketing, PR, communications, sales, and operations. It addresses professionals wishing to understand the importance and role of customer experience, design and implement CX programs, build their competencies in marketing and sales, and develop their skills in such disciplines.
Target Competencies
Customer service
Service effectiveness measurement
CX strategies
Journey mapping
Creating customer and employee personas
CX metrics and tracking
Customer-centric sustainability
Larimar will help you find what you are looking for
