Customer Experience 101 | Online
About this class
It will be a hands-on workshop with role-playing, inspiration, and knowledge-sharing so you can walk away with a clear idea of how to incorporate customer experience in your organisation.
After this workshop, you will be able to expand your empathetic self to understand and tune in with what your customers really need. No prior knowledge of design thinking and CX is required—we will use design thinking, CX AND marketing foundation principles to bring you up to speed.
You will learn how CX and the CX toolkit (journey maps, stakeholder maps, personas, etc.) can help create a strong CX foundation to grow loyalty and revenue in your business as well as promote customer advocacy and retention.
Takeaways
- What’s Customer Experience?
- Benefits of Customer experience
- Emotional and rational components of CX
- How to apply CX, s step by step guide
- How to create CX measures that are relevant to business success
- Step by step process to create Customer Experience Strategy and Roadmap
- CX trends and insights
- Best research to use across CX
- How to create a CX metric scorecard for business buy in
Prereqs & Preparation
Students to think of an experience students would like to improve upon or create. We will use it as a canvas during the workshop to personalise the exercise to them.
