Module 1
Customer Experience: Agility and the Changing Nature of Customers (2hr 10min)
The needs of your customers are always evolving as technology changes at a rapid pace. You and your business therefore need to have an agile approach to any digital marketing strategy you put in place.
In this module, you’ll learn what agility means, the changing buyer process and how you need to apply agile thinking within your marketing approach so you can best understand and reach your customers.
Module 2
Designing CX: Placing the Customer at the Centre (1hr 39min)
You can’t have customer experience without customers. They need to absolutely be at the heart of any decision making and activity that you do.
In this module, you’ll learn how to design your CX from the ground up by first assessing the current customer experience and then designing an experience that works best for your brand. We help to cement the theory learned through the exploration of a real life case study.
Module 3
Optimising CX: Authenticity and Involving Customers (2hr 36min)
The best way to know what your customers want is to hear it from them directly. Take the guessing game out of your CX plan and discover how to gather feedback in a timely manner and adjust your customer experience accordingly.
In this module, we’ll help you to become a better strategic thinker, understand the art of persuasion and take you through how you can optimise the customer experience and improve your social customer service strategy.
Module 4
Measuring CX: Data, Metrics and Visualisation (1hr 44min)
Your marketing is only as good as how you measure it. Other than looking at your sales stats and revenue, how can you know that your customer experience is striking the right chord?
In this module, you’ll learn how to find, analyse and make CX reports based on important sources of customer experience data. Allowing you to have a deeper understanding of how you can increase business performance with CX and how you can report and present data to management on the different good CX is making in your business.