4.07 out of 5
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Customer Experience Certification Workshop

The workshop that will help you get the CCXP certification
Instructor:
Dr Osman Khan
574 students enrolled
English [Auto]
The difference between customer experience (CX) and Customer Experience Management (CEM)
The benefits of CEM for an organisation
Customer Journey Mapping
Examples of Best practice firms and how they got to be the best
The link between Customer Experience and Customer Loyalty
The 12-Steps to developing a great CEM programme
How to get Certified (CCXP)

Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience).  Many companies have set up departments within their organisations to focus on Customer Experience.  Companies have even set up Director and VP level positions for Customer Experience.  Unfortunately there aren’t too many people who have much knowledge on Customer Experience.  Consequently the demand for people with customer experience knowledge (and certification) is very high.

I have been delivering this workshop to clients all over the world for over a decade now.  This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience.  Normally charged at $2000 for a workshop, this course is being offered on Udemy at a discounted price!  The videos in the workshop are actually edited recordings from actual workshops that I’ve delivered.  That means you will get the same value, as someone who attended the live version of the workshop. 

What will you learn from this workshop:

  • What is customer experience (CX) and how to apply it to your organisation

  • What is customer experience management (CEM) and how to adopt it to your organisation

  • Learn about customer journey mapping,

  • Develop a customer journey map (using our template)

  • What it takes to get customers to love your brand (customer loyalty) and how CX fits into it

  • What you need to pass the CCXP (Certified Customer Experience Practitioner) certification

Who is this for:

  • Anyone looking to improve their career within marketing and HR

  • People working in the customer services domain, looking to get advanced knowledge

  • Anyone interested in getting CCXP certification for career change / progression

  • Those who are interested in improving the business performance of their organisations

  • Managers, business owners, startups, looking to create USPs for their business

What’s on offer

  • Same value as a $2000 workshop delivered in person

  • Customer Experience tools which you can use

  • Customer Journey Mapping toolkit (just download and use)

  • Taught by one of the pioneering experts within customer experience

  • Knowledge to get CCXP certification

  • Taught based on personal experience and the latest market research

  • Become an Alumni of the Institute of Customer Management (UK)

  • Certificate of completion from the Institute of Customer Management

Who teaches this

  • PhD in Marketing from one of the leading universities in the UK

  • MBA, with over 20 years of experience in customer services

  • London based consultant and trainer, who has worked all across the globe with all types and sizes of companies

  • Author of 3 books on customer experience

  • One of the leading customer experience and customer loyalty experts in the world

  • Former Director of an MBA programme at a leading London University

  • Former professor at leading universities in the world (including Harvard and Bradford)

  • Former VP of a leading consultancy company in London

Introduction

1
Participant Introductions

We would like to introduce ourselves to each other.  Here's a brief introduction about me.

2
Which CX Certification are we catering to?
3
Invitation to attend CX summit

I will be speaking at this even.  All those who have signup for this course are welcome to attend this online workshop. 


Register here - https://lnkd.in/eamgmh6


DATES

(1) Thursday 9th July: Virtual Exhibition (12 pm to 2 pm GMT)

(2) Friday 10th July: Virtual Summit (12 pm to 4:30 pm GMT)

4
Origins of CX - Production Era
5
Origins of CX - Product Focus
6
Origins of CX - Selling Focus
7
Origins of CX - Marketing Focus
8
Focusing on services
9
What does BMW sell?

CX vs CEM

1
Best practice example: the BMW experience
2
CX vs. CEM
3
Best practice example of CEM
4
Best practice example from Disney
5
Certification Question
6
Example of Performing Arts Company (CX vs CEM)

This video has been created in response to a question by a participant.  I will reuse the example of the performing arts company and compare it with a traditional performing arts company.  I hope it will help explain this concept better.

Journey Mapping

1
Key touch-points: Presales, sales and post sales process
2
Examples from pre-sales: Mo the Sales assistant
3
Examples from pre-sales: Apple
4
Examples from during-sales: Apple - again
5
Examples from after-sales: Toshiba

So Toshiba has finally shut down its laptop business. 

6
Expected level of experience
7
Moments of Truth
8
Owners of touch-points
9
Examples of journey maps: Lego, LancĂ´me, Ikea, etc

Journey Mapping: Using the spreadsheet

1
Using Spreadsheet
2
Sheet 1: Adding the Pre-Sale touch-points
3
Additional items
4
Sheet 2: Adding the sale process touch-points
5
Sheet 3: Inserting the after-sale touch-points
6
The Map
7
Bonus: Loyalty interactions
8
Certification Question

Loyalty and Customer Experience

1
Introduction to loyalty
2
Examples of best practice firms
3
Benefits of having loyal customers
4
Three key levels of loyal customers

Loyalty Types

1
Basic type of loyalty: behavioural loyalty
2
Loyalty Programmes and customer loyalty link
3
Loyalty Programmes examined
4
Mid-level loyalty: Attitudinal Loyalty
5
True loyalty
6
Differences between attitudinal and emotional loyalty
7
Certification Question

Case studies from best practice firms

1
Best practice examples from other industries
2
Brand Love
3
Best practice firms (popular brands)
4
How Ikea and Zara are using CX to create loyalty

Loyalty Strategies

1
From Nominal to Preferred State of loyalty
2
Loyalty Lifecycle
3
Loyalty Management Model
4
Measuring types of loyal customers
5
Loyalty Management Model

12-Steps to develop Great Customer Experiences

1
Step 1: Senior Management's Focus on Customer Experience
2
Step 2: Focus on Employees
3
Step 2: Best Practice examples from Singapore Airlines and Microsoft
4
Step 3: Develop journey maps
5
Step 4: Find out customer expectations
6
Step 5: Benchmark competition
7
Best practice example from Zara
8
Step 6: Long-term customer experience planning
9
Step 7: Brand Experience
10
Step 8: Quality Leadership
11
Step 9: Customer Interface
12
Step 10: Integrate all functions to focus on customer experiences
13
Step 11: Post Usage Experience
14
Step 12: Continuously Innovating Experiences
15
Certification Question

Conclusion & Certification

1
Membership to Global CX Community

Join a global community of Customer Experience experts.  Now that you've finished this course you are eligible to become an alumni of Institute of Customer Management.  Please fill out this form to join us:  https://forms.gle/xYDrnBLSaZy3ZJpJ7

2
Certification Process

If you are interested in getting the CCXP certification from European Professional Certification Agency, click on the following link to signup.  Students of this course will get a special discount for signing up:  https://forms.gle/xYDrnBLSaZy3ZJpJ7 

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

3 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Experience Certification Workshop
Price:
$218.98 $159

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