Building a Successful Customer Experience Program

Course Details

In markets saturated with options, customer experience has become a key differentiator for companies. Implementing a customer experience strategy means taking an interest in the different interactions that customers have with the company and making them as positive as possible, in order to engage customers with the brand. The challenge for the company is therefore to create a remarkable experience that is consistent with its brand positioning. In this three-part course, you will discover the keys to developing a relevant, inspiring and loyal customer experience.

What you’ll learn

• Define customer personas
• Analyze customer service engagements
• Explain the benefits of customer centricity
• Describe customer experience touchpoints
• Implement continuous improvement programs
• Manage processes in the contact center