CEM

Customers are finicky. Every time their personal experience with a product or service is made better, this caliber of experience becomes the new bar by which all other brands are judged. It's known as the experience economy. And it’s driven by “what have you done for me lately to make my life easier, faster and more empowering”. As a result, Customer Experience (CX) is now at the very core of any business strategy. Because the experience that companies create for their customers, clients and employees defines who are they and why people want to do business with. The key is understanding how customer insights, brand engagement, experience and service design, customer data and an integrated technology stack sets up strategy and activates it. This course is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Experience (CX). Learning outcomes After attending the training course, the participant will:  Understand the difference between Customer Experience Management (CEM, Customer Experience (CX) and Customer Service.  Recognize the benefits of CEM and CX for an organization.  Learn how to map the customer journey (Customer Journey Mapping).  Identify customer touchpoints.  Link between Customer Experience (CX) and Customer Loyalty.  Recognize customer journey KPIs.  Understand the Steps to developing a great CEM program.  Drive improvement using Design Thinking.