CX, Customer Experience Management, Segmentation, CX Marketing, CJM, Service Blueprint and Process Design, Data Analysis
What you will learn
Introduction to Customer Experience Management
Theory Overview
High-Level Frameworks
CX Principles
Customer Segmentation and Persona Development
Service Recovery and Complaint Handling
Customer Journey Optimisation
Service Blueprinting and Process Design
Voice of the Customer (VoC) Analysis
Emotional Experience Design (EED)
Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Employee Experience (EX)
English
language
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