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Published 5/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 524.07 MB | Duration: 1h 3m



Professional Certificate in CX / Customer Experience Management by MTF Institute
What you'll 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)
Requirements
For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.
Description
Welcome to course Professional Certificate in CX / Customer Experience Management by MTF InstituteCourse 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, and resident of the incubator "The Fintech House of Portugal".MTF is present in 208 countries and has been chosen by more than 440 000 students.Course Author: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 on to wide range of students from undergraduate level to business students of professional and executives courses. Currently, at EIMT in Zurich, Switzerland, she lectures for doctoral students, offering advanced instruction in research design and methodologies, and in MTF Institute Ms. Amoroso is leading Product Development academical domain.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.Customer experience (CX) is the overall impression customers have of your brand throughout their interactions with your business. It encompasses everything from the initial marketing message to the post-purchase support they receive. Think of it as the customer journey, and CX is all the touchpoints along the way that shape their perception.Key Areas of CXCustomer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service.Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond.Customer satisfaction: How happy customers are with your product or service.Customer loyalty: How likely customers are to return and recommend your brand to others.CX FrameworksFrameworks provide a structured approach to improving CX. Here are two common ones:Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement.Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.Why Learn About CX?Understanding CX is crucial for building a successful career in today's business world. Here's why:Customers: In a competitive market, providing a positive CX is essential for winning and retaining customers.CX impacts the bottom line: Happy customers mean more sales and brand loyalty, leading to increased revenue.CX is everywhere: CX isn't just for customer service anymore. It's relevant to marketing, sales, product development, and more.Future-proof your career: By understanding CX, you'll be well-positioned for opportunities in a customer-centric job market.
Overview
Section 1: Introduction
Lecture 1 Onboarding to learning process
Section 2: UX and Customer Experience
Lecture 2 Introduction to Customer Experience Management
Lecture 3 Theory Overview
Lecture 4 High-Level Frameworks
Lecture 5 CX Principles
Lecture 6 Customer Segmentation and Persona Development
Lecture 7 Service Recovery and Complaint Handling
Lecture 8 Customer Journey Optimisation
Lecture 9 Service Blueprinting and Process Design
Lecture 10 Voice of the Customer (VoC) Analysis
Lecture 11 Emotional Experience Design (EED)
Lecture 12 Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Lecture 13 Employee Experience (EX)
Section 3: Interactive Part, Next Steps and Answers to Questions
Lecture 14 Interactive Part
Lecture 15 Congratulations with course finishing
No special requirements. A course for anyone who wants to build career in marketing and business
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