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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-experience-management-cx-frameworks-strategies/
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课程名称：客户体验管理（CX）：框架与策略 课程概述： 欢迎参加MTF学院提供的“客户体验管理（CX）：框架与策略”在线课程。在竞争激烈的市场中，卓越的客户体验（CX）不仅是一个流行词，而是推动增长、提升忠诚度和获取竞争优势的关键。那么，如何将理论转化为实际行动呢？我们推出了这一综合课程，旨在为您提供必备的知识和实用框架，帮助您全面理解、分析和优化客户旅程。 本课程涵盖了以下内容： 1. 基础与理论：深入了解CX的核心原则和高级框架。 2. 实用工具：掌握客户旅程映射、同理心映射和服务蓝图等技术，以可视化和设计具有影响力的体验。 3. 理解客户：学习有效的客户声音（VoC）分析、客户细分和人物角色开发。 4. 战略实施：探索服务恢复、情感设计（EED）、关键指标（LTV、CLV）以及员工体验（EX）与CX之间的重要联系。 5. CX的未来：了解生成式人工智能如何变革客户互动，包括个性化旅程、先进对话式AI和智能推荐。 本课程特别适合市场营销、销售、客户服务、产品管理和运营等领域的专业人士，以及准备提升客户互动和推动可持续成功的企业主和管理者。通过清晰的解释和指导性的实践练习，您将获得自信，能立即将在课程中学到的概念应用到自身角色或企业中。 准备好转变客户体验并建立持久的忠诚度了吗？今天就报名，获取您所需的框架和策略吧！ 课程提供者：MTF管理、技术与金融学院，该学院致力于商业和专业混合（校园与在线）教育，涵盖商业与管理、科学与技术、银行与金融等领域。MTF还拥有专注于研究的中心，涵盖人工智能、数据科学、大数据等方向，并且是IBM、英特尔和微软等公司的官方合作伙伴。 课程作者：亚历克斯·阿莫罗索博士是一位经验丰富的专业人士，拥有丰富的学术和行业背景，专注于研究方法论、战略制定和产品开发。她在里斯本的社会科学与政治学院获得了博士学位，并在学术界和商业界都取得了卓越成就。阿莫罗索博士致力于为学习者和专业人士提供前沿方法，推动全球商业领域的积极变革。
Welcome to course "Customer Experience Management (CX): Frameworks & Strategies" by MTF InstituteIn competitive landscape, exceptional Customer Experience (CX) isn't just a buzzword - it's the engine for growth, loyalty, and competitive advantage. But how do you move from theory to action?We're thrilled to launch a comprehensive course designed to equip you with the essential knowledge and practical frameworks to truly understand, analyze, and optimize the entire customer journey.This course, "Customer Experience Management (CX): Frameworks & Strategies", provides a solid foundation covering:Fundamentals & Theory: Dive into core CX principles and high-level frameworks.Practical Tools: Master techniques like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and design impactful experiences.Understanding Your Customer: Learn effective Voice of the Customer (VoC) analysis, customer segmentation, and persona development.Strategic Implementation: Explore service recovery, emotional design (EED), key metrics (LTV, CLV), and the vital link between Employee Experience (EX) and CX.The Future of CX: Get an introduction to how Generative AI is transforming customer interactions, from personalized journeys to advanced conversational AI and smart recommendations.This course is perfect for professionals in Marketing, Sales, Customer Service, Product Management, and Operations, as well as business owners and managers ready to elevate their customer interactions and drive sustainable success.Through clear explanations and guided practical exercises, you'll gain the confidence to apply these concepts immediately in your role or business.Ready to transform your customer experience and build lasting loyalty?Enroll today and gain the frameworks and strategies you need!Course provided by MTF Institute of Management, Technology and FinanceMTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance. MTF R & D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things. MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.MTF is present in 217 countries and has been chosen by more than 775 000 students.Course Author:Dr. Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses to a wide range of students from undergraduate level to business professionals and executives. Currently, as Head of the School of Business and Management at MTF, she leads the Product Development academic domain. At EIMT, where she also supervises doctoral students, Ms. Amoroso offers advanced instruction in research design and methodologies. Furthermore, she serves as a Research Consultant.In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R & D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.Alex Amoroso's extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.Course DescriptionIn today's competitive landscape, exceptional Customer Experience (CX) is no longer a luxury - it's a necessity for business growth, customer loyalty, and competitive advantage. But how do you move beyond buzzwords to actually design and manage experiences that truly resonate with your customers?This course, "Customer Experience Management (CX): Frameworks & Strategies", provides you with the essential knowledge and practical frameworks to understand, analyze, and optimize the customer journey.You'll start by understanding the core theories and principles behind effective CX. We'll then dive into high-level CX frameworks and explore practical tools like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and understand customer interactions from their perspective and the operational view.Learn how to effectively listen to your customers through Voice of the Customer (VoC) analysis and use techniques like customer segmentation and persona development to deeply understand different customer needs. The course also covers crucial strategies for handling service recovery and complaints, designing for emotional impact, and understanding key metrics like Lifetime Value (LTV) and Customer Lifetime Value (CLV). We even touch upon the vital link between employee experience (EX) and CX.Through clear explanations and references to practical exercises, you'll gain a solid foundation to start applying CX concepts in your own role or business. This course is designed for professionals in marketing, sales, customer service, product management, and operations, as well as business owners and managers, who want to elevate their customer interactions and drive sustainable success.Enroll today to gain the frameworks and strategies needed to transform your customer experience and build lasting loyalty!
