Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. In this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight.
Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech.
This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty.
You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others.
This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including:
During the course we’ll be using the Salesforce Trailblazer platform.
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