Customer Experience Management for CX (Classroom and Asynchronous E-learning)

About This Course

LO1:
Learner is able to analyse customer data and research to ascertain implications on organisation's products and marketing strategy and apply customer segment analysis tools to understand make-up, requirements and buying patterns of different segments.

Mapped to:
K1: Types of applied behaviour analysis
A1: Analyse customer data and research to ascertain implications on organisation's products and marketing strategy
K2: Types and usage of customer segment analysis tools
A2: Apply customer segment analysis tools to understand make-up, requirements and buying patterns of different segments

LO2:
Learner is able to propose customer engagement initiatives for specific products based on insights and align specific customer engagement activities with overall customer journey.

Mapped to:
K3: Variables that influence customer buying patterns
K4: Components of desired customer experience
A3: Propose customer engagement initiatives for specific products based on insights
A4: Align specific customer engagement activities with overall customer journey
K5: Principles of effective customer communication
A5: Oversee customer communications

LO3:
Learner is able to determine indicators to capture and measure customer engagement via various indicators and tracking methods.

Mapped to:
K6: Indicators and methods of tracking customer engagement and satisfaction
A6: Determine indicators to capture and measure customer engagement