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所在平台: Udemy |
课程主页: https://www.udemy.com/course/implementing-a-customer-experience-cx-program/
课程评论：没有评论
课程名称：实施客户体验（CX）计划 课程概述：本课程将帮助您了解客户体验（CX）为何不是一个简单的有起止日期的项目，而是一种组织状态，须自上而下进行整合。将CX融入商业战略和战术实施中，并加以有效执行，可以带来收入和客户保留等一系列积极的组织影响。您将提高客户参与度，减少客户流失，增加收入，降低成本，同时提升员工满意度，通过在组织内实施可衡量的CX计划。 本课程特别适合希望推动成功测量程序的CX专业人士，指导他们通过特定步骤在决策过程中选择需要测量和采取行动的客户细分和体验。想要管理客户体验的组织必须能够实际测量客户体验。许多CX项目之所以失败，往往是因为无法衡量的关键绩效指标（KPI）无法有效追踪项目进展。 该课程将提供CX的概述，以及在组织内实施可衡量CX计划所需的框架和步骤。大多数组织在定义适当的CX计划时面临挑战，因为客户与组织互动的多样性带来了复杂性。本课程将涉及客户体验的各个相关领域，并分享实际实施CX解决方案的经验。
Learn why Customer Experience (CX) isn't a project that simply has a start and end date - it's a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many other positive organizational impacts. You'll achieve higher customer engagement, reduce customer churn, increase revenues, decrease costs, and obtain greater employee satisfaction from a measurable CX program implemented within your organization.CX professionals who want to drive successful measurement programs need to follow specific steps to guide them through making a range of decisions and choosing which customer segments and experiences need to be measured and acted upon. Organizations that want to manage CX must actually be able to measure it. Many CX programs fail because key performance indices (KPI's) that are meant to track the project are not measurable.This course will provide an overview of CX and the framework and steps necessary to implementing a measurable CX program within your organization. Most organizations struggle to define a proper CX program because of the complexities around the different areas a customer can interact with an organization. This course addresses those areas, as well as many others, because the author actually implements CX solutions for organizations.
