Learn key CX Frameworks, Customer Journey Mapping, VoC Analysis, and Service Design principles.

What you'll learn

Understand core Customer Experience (CX) theory & principles.

Apply key CX frameworks and practical tools effectively.

Map & optimize the customer journey across touchpoints.

Analyze customer feedback using Voice of the Customer (VoC).

Develop customer segments & personas.

Improve service recovery processes.

Understand key CX metrics like LTV.

Recognize the link between EX & CX.

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.

No prior Customer Experience (CX) knowledge is required.

A general interest in understanding and improving customer interactions.

Description

In today's competitive landscape, exceptional Customer Experience (CX) is no longer a luxury – it's a necessity for business growth, customer loyalty, and competitive advantage. But how do you move beyond buzzwords to actually design and manage experiences that truly resonate with your customers?This course, "Customer Experience Management (CX): Frameworks & Strategies", provides you with the essential knowledge and practical frameworks to understand, analyze, and optimize the customer journey.You'll start by understanding the core theories and principles behind effective CX. We'll then dive into high-level CX frameworks and explore practical tools like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and understand customer interactions from their perspective and the operational view.Learn how to effectively listen to your customers through Voice of the Customer (VoC) analysis and use techniques like customer segmentation and persona development to deeply understand different customer needs. The course also covers crucial strategies for handling service recovery and complaints, designing for emotional impact, and understanding key metrics like Lifetime Value (LTV) and Customer Lifetime Value (CLV). We even touch upon the vital link between employee experience (EX) and CX.Through clear explanations and references to practical exercises, you'll gain a solid foundation to start applying CX concepts in your own role or business. This course is designed for professionals in marketing, sales, customer service, product management, and operations, as well as business owners and managers, who want to ELEVATE their customer interactions and drive sustainable success.Enroll today to gain the frameworks and strategies needed to transform your customer experience and build lasting loyalty!Course 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.MTF is present in 217 countries and has been chosen by more than 775 000 students.Course Author:Dr. 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.

Overview

Section 1: Introduction

Lecture 1 Introduction to Customer Experience Management

Section 2: Customer Experience Management

Lecture 2 Theory Overview

Lecture 3 High-Level Frameworks

Lecture 4 CX Principles

Lecture 5 Customer Segmentation and Persona Development

Lecture 6 Service Recovery and Complaint Handling

Lecture 7 Customer Journey Optimisation

Lecture 8 Service Blueprinting and Process Design

Lecture 9 Voice of the Customer (VoC) Analysis

Lecture 10 Emotional Experience Design (EED)

Lecture 11 Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Lecture 12 Employee Experience (EX)

Section 3: Practical exercises

Lecture 13 Slide deck

Lecture 14 Intro

Lecture 15 Course overview

Lecture 16 Working with frameworks

Lecture 17 Empathy map

Lecture 18 Experience map

Lecture 19 Customer journey map

Lecture 20 Service blueprint

Lecture 21 Data analysis and segmentation

Lecture 22 Cohort analysis

Lecture 23 Data segmentation

Lecture 24 Research methodologies

Lecture 25 Voice of the Customer (VoC)

Lecture 26 Emotional Experience Design (EED)

Lecture 27 Next steps

Professionals in Marketing, Sales, Customer Service, Product Management, and Operations roles.,Business owners, team leaders, and managers seeking to improve customer satisfaction & loyalty.,Professionals looking to build practical skills in Customer Experience Management (CX).,Anyone interested in understanding, mapping, and optimizing the customer journey.