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所在平台: Udemy |
课程主页: https://www.udemy.com/course/certification-in-customer-experience-cx-consulting/
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课程名称：客户体验（CX）咨询认证 课程概述： 提升您的职业生涯！无论您是初出茅庐的专业人士、经验丰富的高管，还是有志于管理职位的人员，本课程为您提供了提升客户体验（CX）咨询能力的机会，增强您的评估与规划效率，促进职业成长，并对企业或组织产生积极而持久的影响。 通过本课程，您将学习以下内容： - 客户体验（CX）咨询的基本功能和技能 - 客户旅程映射、客户端需求评估、客户研究与洞见、旅程映射研讨会 - 客户角色开发，包括客户端需求评估、人格创作研讨会、客户声音（VoC）项目、调查设计与部署、闭环反馈流程 - 访问有关客户体验（CX）咨询基础知识的推荐模板和格式 - 了解全渠道体验、客户端需求评估、技术赋能和统一客户体验 - 测量与分析的影响 本课程的框架包括吸引人的视频讲座、案例研究、评估、可下载资源和互动练习，旨在深入探讨客户体验（CX）咨询的核心内容。您将通过多个案例研究、格式、模板、工作表、阅读材料、测验、自我评估、影片研究和作业，深化对客户体验（CX）咨询的理解。 课程内容包括： - 客户旅程映射 - 客户角色开发 - 客户声音（VoC）计划 - 客户满意度（CSAT）测量 - 全渠道体验 - 客户服务卓越 - 员工参与 - 数字体验优化 - 个性化与定制化 - 投诉管理 - 客户保留策略 - 品牌忠诚度计划 - CX分析与洞察 - 文化转型 投资于了解客户体验（CX）咨询，提升您的决策能力，并运用这些洞见实现更有效的结果。
DescriptionTake the next step in your career! Whether you're an up-and-coming professional, an experienced executive, aspiring manager, budding Professional. This course is an opportunity to sharpen your Customer Experience (CX) Consulting capabilities, enhance your assessment and planning efficiency, capabilities, increase your efficiency for professional growth and make a positive and lasting impact in the business or organization.With this course as your guide, you learn how to:All the basic functions and skills required to understand and apply the fundamentals of Customer Experience (CX) Consulting.Transform Customer Journey Mapping, Client Needs Assessment, Customer Research and Insights, Journey Mapping Workshops, Customer Persona Development including Client Needs Assessment, Persona Creation Workshops, Voice of the Customer (VoC) Programs, Client Needs Assessment, Survey Design and Deployment, Closed-Loop Feedback ProcessGet access to recommended templates and formats for detailed information related to the fundamentals of Customer Experience (CX) Consulting.Learn about impact on Omni-Channel Experience. Client Needs Assessment, Technology Enablement, Unified Customer Experience. Measurement and Analytics.Invest in understanding Customer Experience (CX) Consulting today and reap the benefits for years to come by enhancing your decision-making skills and applying these insights to achieve more effective outcomes.The Frameworks of the CourseEngaging video lectures, case studies, assessment, downloadable resources and interactive exercises. This course is designed to explore the Customer Experience (CX) Consulting. Customer Journey Mapping, Client Needs Assessment, Customer Research and Insights, Journey Mapping Workshops, Customer Persona Development including Client Needs Assessment, Persona Creation Workshops,The course includes multiple case studies, resources such as formats, templates, worksheets, reading materials, quizzes, self-assessments, film studies, and assignments to deepen and enhance your understanding of Customer Experience (CX) ConsultingIn the first part of the course, , you'll learn the details of the You will learn the Customer journey mapping. Customer persona Development. Voice of the customer (VoC) Program. Customer satisfaction (CSAT) Measurement. Omni channel experience.In the middle part of the course, you'll develop a deep understanding of Customer Service Excellence. Employee Engagement. Digital experience optimization. Personalization and Customization. Complaint management. Customer retention strategies. In the final part of the course, you'll develop knowledge on understanding Brand Loyalty Program. CX Analytics and insights. Cultural Transformation. Course Content:Part 1Introduction and Study Plan· Introduction and know your instructor· Study Plan and Structure of the CourseCustomer Experience (CX) ConsultingCustomer journey mappingCustomer persona Development.Voice of the customer (VoC) ProgramCustomer satisfaction (CSAT) MeasurementOmni channel experienceCustomer Service ExcellenceEmployee EngagementDigital experience optimizationPersonalization and CustomizationComplaint managementCustomer retention strategiesBrand Loyalty ProgramCX Analytics and insightsCultural Transformation
