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Customer Experience 101
Customer Experience 101
Course overview and rules (0:40)
Introduction & Learning goals (10:56)
Lesson 1 - Why Is CX So Important? (19:25)
Lesson 2 - How To Create The Happiest Customers In The World (14:03)
Lesson 3 - How To Create And Manage An Effective CX Program (26:15)
Creating your Feedbackly account (1:28)
LAB 1 - Creating your first survey (25:43)
Lesson 4 - What is a Customer Journey? (13:59)
LAB 2 - Mapping your Customer Journey (21:02)
Lesson 5 - How to Measure CX Success (24:15)
Lesson 5 extra - EVI® the next big thing since the NPS (25:54)
LAB 3 - Analyzing your CX Data (29:52)
LAB 4 - Closing the loop (15:42)
Lesson 6 - How to Create an Effective Employee Experience (EX) Program (12:35)
Lesson 7 - The Return on Investment (ROI) of Customer Experience (13:50)
Lesson 8 - The Future of Customer Experience (30:13)
Get Your Certification - Test
Course resources
How to get certified?
All the lecture materials
eBook - Customer experience cheat sheet
eBook - Customer Journey university 2.0
eBook - All you need to know about Emotional Experience & Emotional Value Index (EVI®)
eBook - NPS the fundamental guide
eBook - The ROI of customer experience
Template - Customer journey map
CX Academy Lab - Tasks and practical training (95:44)
Course extra - The impact of Covid-19 to CX (16:21)
Course extra - Practical cases (1:46)
LAB 1 - Creating your first survey
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