Course Topic: Customer Journey Management - Advanced
Customer journey management is the discipline of understanding, planning, implementing, and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the continuous, holistic management of the customer’s journey and embedding the discipline into the organization. It involves using customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mindset from simple journey mapping can lead to maximizing the benefits of several of the core Customer Experience competencies – understanding, gaining insights, driving change and measuring the impact of the experience.
Release Date: TBA - Summer 2019Cost: Coming Soon!More Details: CJM - Advanced
Course Topic: Measurements, Metrics, and Business Value
Translating engagement to business results is a challenge for many organizations. Balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Stakeholders need to understand how CX delivers clear business results. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. We will share how you can target, measure and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from customer experience improvements – while you engage your customers.
Date: TBA - Summer 2019Cost: Coming Soon!
More Details: Measurements, Metrics, and Business Value
Course Topic: Experience Design and Innovation
Innovation and ideas, when guided in the right direction can become invaluable. It is quite evident that design thinking can play a big role in bringing potential ideas to life. This course provides an overview of the concepts, tactical tools and techniques, real examples and case studies, ways to align your organization around new ways of working and help you understand the art and science of defining solutions through design and innovation. The course will focus on some of the most crucial questions of design thinking and how to intentionally create experience that drive engagement and greater business results.
Date: TBA - Summer 2019
Cost: Coming Soon!
More Details: Experience Design and Innovation