Masterclass Certificate in Enterprise Customer Experience Design
-- ViewingNowThe Masterclass Certificate in Enterprise Customer Experience Design is a comprehensive course that emphasizes the importance of customer-centric design in today's business landscape. This certification equips learners with essential skills to design and optimize customer experiences in enterprise settings, thereby driving growth, customer loyalty, and profitability.
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⢠Customer Experience (CX) Strategy: Understanding the principles and best practices of CX strategy, including customer journey mapping, voice of the customer programs, and measurement frameworks.
⢠User Research and Design Thinking: Techniques for conducting user research, such as interviews, surveys, and usability testing, and applying design thinking principles to develop customer-centric solutions.
⢠Customer Journey Mapping: In-depth exploration of customer journey mapping, including how to identify pain points, opportunities, and moments of truth in the customer experience.
⢠CX Metrics and Analytics: Understanding the key metrics used to measure CX, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), and how to use analytics to track and improve CX over time.
⢠Service Design: Principles of service design, including service blueprinting and prototyping, and how to apply them to create seamless and efficient customer experiences.
⢠Digital Customer Experience: Best practices for designing and delivering exceptional digital customer experiences, including responsive design, user experience (UX) design, and accessibility.
⢠Change Management and Implementation: Strategies for managing change and implementing CX improvements, including stakeholder management, communication planning, and resistance management.
⢠CX Leadership and Culture: Developing a customer-centric culture within an organization and leading CX initiatives, including building customer-centric teams, creating CX vision and mission statements, and aligning CX with business strategy.
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