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.
- 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.
The Changed Buying Process
The Basics of CX
Introduction to CX in the Digital Environment
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.
Assessing CX Designing CX Adaptability in the Workplace
Glossier: A Thoroughly Modern Beauty Brand
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.
Becoming a Strategic Thinker
Changing the Customer Experience
Social Customer Service Strategy
The Art of Persuasion
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.
Social Customer Service Metrics and Performance
Increasing Performance with CX
Reporting, Visualization, and Presenting Data
McDonald’s: Through the Golden Arches to Global Dominance
5 Tactics to Get Great Customer Reviews
How to deal with fake online reviews