Diploma in Managing Customer Excellence Level 3 - CPD Accredited

Skill Arts

• Section 01: Overview of Customer Experience 09:59

  • 1: Managing Customer Excellence: 1.1 What is Customer Life Cycle Preview 01:56
  • 2: Managing Customer Excellence: 1.2 Customer Lifecycle Stages 05:21
  • 3: Managing Customer Excellence: 1.3 CX Metrics and Key Stages 02:42

• Section 02: Key Metrics in Customer Experience 20:41

  • 4: Managing Customer Excellence: 2.1 Key CX Metrics Preview 04:37
  • 5: Managing Customer Excellence: 2.2 Data Analytics in CX 07:30
  • 6: Managing Customer Excellence: 2.3 Measuring ROI of CX Initiatives 08:34

• Section 03: Overcoming Customer Experience Challenges 14:53

  • 7: 3.1 List of Challenges 02:25
  • 8: 3.2 Challenge 1 – Failing to Identify and Prioritize CX Opportunities 01:34
  • 9: 3.3 Challenge 2 – Flawed or Limited Collection of Data 01:21
  • 10: 3.4 Challenge 3 – Lack of Customer Experience Feedback 01:18
  • 11: 3.5 Challenge 4 – Challenges in Delivering a Consistent Omni-Channel Experience 01:21
  • 12: 3.6 Challenge 5 – Poor Methods of Capturing Qualitative Data 01:16
  • 13: 3.7 Challenge 6 – Connecting Customer Experience (CX) and Return on Investment ( 01:17
  • 14: 3.8 Challenge 7 – Organisational Siloes 01:18
  • 15: 3.9 Challenge 8 – Outdated Documentation 00:59
  • 16: 3.10 Challenge 9 – Generating Data-driven Actionable Insights 00:54
  • 17: 3.11 Challenge 10 – Delivering Personalization at scale 01:10

• Section 04: Innovative Approaches in Customer Experience 12:55

  • 18: 4.1 Opportunity 1 - Make Data-driven Proactive Decisions 02:28
  • 19: 4.2 Opportunity 2 - Better tools and technologies to manage Customer Experience 01:22
  • 20: 4.3 Opportunity 3 - Better Understanding Customers 01:37
  • 21: 4.4 Opportunity 4 - Enabling Personalisation at scale 01:23
  • 22: 4.5 Opportunity 5 - Self-Learning Systems and Automated Documentation Updating 01:04
  • 23: 4.6 The 5 C’s of Exceptional Customer Experience 05:01

• Section 05: Mastering Customer Experience Management 10:39

  • 24: Managing Customer Excellence: 5.1 CX vs CEM 04:58
  • 25: Managing Customer Excellence: 5.2 Best practice example of CEM 01:09
  • 26: Managing Customer Excellence: 5.3 CXM Softwares 04:32

• Section 06: Exploring the Customer Journey 09:31

  • 27: Managing Customer Excellence: 6.1 Customer Journey Mapping 04:11
  • 28: Managing Customer Excellence: 6.2 Touchpoints and Pain Points 05:20

• Section 07: The Four Pillars of Omni-Channel CXM 17:32

  • 29: 7.1 Omnichannel CX 02:15
  • 30: 7.2 The First Pillar email, social media, web, and offline touch-points 04:15
  • 31: 7.3 The Second Pillar Calls & Chatbots 04:22
  • 32: 7.4 The 3rd Pillar CRM + Analytics 04:08
  • 33: 7.5 The 4th Pillar Social media publishing + Marketing automation + response man 02:32

• Section 08: Crafting an Effective Customer Experience Strategy 16:55

  • 34: Managing Customer Excellence: 8.1 Components of a CX Strategy 05:16
  • 35: Managing Customer Excellence: 8.2 Customer Personas 04:47
  • 36: Managing Customer Excellence: 8.3 Voice of the Customer (VoC) 06:52

Course Curriculum Breakdown:

• Module 01: Overview of Customer Experience
  Gain an understanding of the core concepts in Customer Service and Customer Experience (CX), essential for any organization focused on excellence.

• Module 02: Key Metrics in Customer Experience
  Learn the key Customer Service metrics that measure customer satisfaction and performance, driving improvements in Customer Experience.

• Module 03: Overcoming Customer Experience Challenges
  Address common Customer Service challenges and develop strategies to ensure a positive and consistent Customer Experience.

• Module 04: Innovative Approaches in Customer Experience
  Explore innovative solutions in Customer Service to enhance the overall Customer Experience and exceed expectations.

• Module 05: Mastering Customer Experience Management
  Deep dive into Customer Experience Management (CXM), learning how to effectively manage and improve every customer touchpoint.

• Module 06: Exploring the Customer Journey
  Understand the stages of the Customer Journey, and how to align Customer Service with customer expectations at every phase.

• Module 07: The Four Pillars of Omni-Channel CXM
  Discover the four pillars of Omni-channel Customer Experience Management, ensuring a seamless Customer Service experience across platforms.

• Module 08: Crafting an Effective Customer Experience Strategy
  Learn how to develop and implement a robust Customer Experience strategy, enhancing overall Customer Service and loyalty.

There are currently no Q&As for this course. Be the first to ask a question.