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DMI TRACK: Customer Experience (CX) Course

£355 + VAT

 

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DMI TRACK: Customer Experience (CX) Course

This popular Customer Experience course teaches you the increasing importance of Customer Experience 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.

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.

Overview

  • 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

    What You’ll Learn

    Module 1 – 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.

    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

    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

    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

    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

     

    INVESTMENT: £355 + VAT