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Customer Experience Management (CX): MASTERCLASS 2024

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Customer Experience Management

Customer Experience Management (CX): MASTERCLASS 2024

#1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C.

4.2

(4618)

19751 enrolled on this course

Last updated 11/2021

Manos Filippou

₹ 2999.0

₹ 4499.0

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30-Day Money-Back Guarantee

Lessons

Quizzes

Duration

13 Hours

Skill level

Beginner

Language

English

Certificate

Yes

Full lifetime access

Yes

Description

Master Customer Experience Management and Transform Your Career
A
Globally Trusted Resource for Professionals and Businesses
, this course is your gateway to mastering Customer Experience Management (CX). Trusted by leading organizations worldwide and part of the prestigious Udemy Business Collection, this program has already empowered over
18,400 students
, earning
2,000+ glowing 5-star reviews
.
With
over 130 lectures
and
12+ hours of on-demand video
, this isn’t just a course—it’s a
proven framework for CX mastery
, tailored for customer experience and customer service professionals ready to elevate their careers.
Why Choose This Course?
Exclusive Case Studies and Insights
Dive deep into Costco’s CX Excellence:
Learn from a Forbes 2024 “Customer Experience All-Stars” case study, revealing how this retail giant consistently ranks in the top 5 for CX globally.
Behind the Scenes with Publix:
Discover CX secrets in an exclusive interview with the Director of Community Relations at America’s largest employee-owned company.
Learn Cutting-Edge Skills
Practical strategies to build loyalty, drive retention, and fuel revenue.
AI-Powered CX:
Unlock the potential of ChatGPT to revolutionize customer interactions.
Tools to adapt to a post-pandemic market and stay ahead of industry trends.
Tools for Busy Professionals
CX Cheat Sheets for quick, actionable insights.
Interactive quizzes to solidify your learning.
Real-world strategies ready for immediate application.
Why This Matters
Every year, poor customer experiences cost companies
$846 billion in the U.S. alone
. Globally, the impact reaches
$3.7 trillion
. Can you afford to lose out?
This course equips you with the tools to prevent losses, capture opportunities, and
turn CX into your organization’s growth engine
.
What Sets Us Apart?
Continuous Updates & Expert Support
Your instructor is always available to guide you, and course content evolves with industry trends, ensuring you stay ahead.
Globally Recognized Content
Trusted by industry leaders, this course is a cornerstone of success for professionals and businesses worldwide.
Join 18,000+ Students on the Path to CX Mastery
Enroll Now
to gain insights trusted by global brands, master CX strategies, and accelerate your career growth.
Don’t just keep up with the competition—lead the way. Your journey to CX excellence starts today!
Boost Loyalty. Drive Growth. Transform Your Career.
Join Today
and become a Customer Experience leader!
Who this course is for:
This course is perfect for customer experience and customer service professionals, business owners, and anyone eager to transform customer experiences, boost loyalty, and drive growth with proven, actionable strategies!

What you'll learn

*** NEW *** Exclusive One-Hour Interview with the Director of Community Relations at Publix. Get an inside look at one of America’s most admired companies.

*** NEW *** Case Study : Dive into a comprehensive 5-hour case study on a retail powerhouse ranked #5 for Customer Experience worldwide.

Real-life strategies to craft exceptional customer experiences that elevate your service approach, driving loyalty, retention, and revenue.

Design and implement a client-centric culture that integrates service excellence into every aspect, with customer satisfaction at the heart of your business.

Customer Experience Management on Steroids: A 30-minute Guide/Cheat Sheet designed for busy professionals to quickly grasp the most important CX principles.

Gain actionable insights and practical strategies designed to delight your customers and make a measurable impact on your organization.

Transformational CX principles that focus on human connections, emphasizing the importance of YOU and THEM in every interaction.

AI and ChatGPT applications for Customer Experience: Learn how to harness these technologies to enhance customer interactions and drive innovation.

Requirements

You will need a copy of Adobe XD 2019 or above. A free trial can be downloaded from Adobe.
No previous design experience is needed.
No previous Adobe XD skills are needed.

Course Content

27 sections • 95 lectures

Expand All Sections

1-INTRODUCTION

1.1-WELCOME MESSAGE

1.2-ABOUT YOUR INSTRUCTOR

1.3-BAD CUSTOMER EXPERIENCES IS COSTING BUSINESSES TRILLIONS

1.4-COURSE MISSION

2-2024 UPDATE - CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD

2.1-INTRODUCTION

3-CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS

3.1-INTRODUCTION

3.2-CUSTOMER EXPERIENCE LEADER

3.3-CUSTOMER – CENTRIC APPROACH

3.4-REDEFINE MISSION STATEMENT & VISION

3.5-UNDERSTANDING CUSTOMERS & THEIR JOURNEYS

3.6-ESTABLISH CLEAR BUSINESS GOALS

3.7-CUSTOMER EXPERIENCE MEASUREMENT

3.8-CUSTOMER PERSONAS

3.9-CUSTOMER JOURNEY

3.10-CUSTOMER JOURNEY MAPPING

3.11-SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP

3.12-QUIZ: CHEAT SHEET FOR BUSY PROFESSIONALS

4-HELPFUL PRACTICAL CX ACTIVITIES

4.1-HELPFUL PRACTICAL CX ACTIVITIES

5-CASE STUDY 1 : INTERVIEW WITH THE LARGEST EMPLOYEE-OWNED COMPANY IN THE USA

5.1-INTERVIEW WITH DWAINE STEVENS - DIRECTOR OF COMMUNITY RELATIONS AT PUBLIX

6-CASE STUDY 2 : AN IN-DEPTH INSIGHT INTO COSTCO’S CX STRATEGY

6.1-EXCITING ANNOUNCEMENT!

6.2-INTRODUCTION

6.3-WHAT IS COSTCO?

6.4-UNIQUE BUSINESS MODEL

7-CASE STUDY 2 : DELIVERING ON PROMISES

7.1-DELIVERING ON PROMISES

7.2-HARMONIZING PROMISES WITH REALITY: ACHIEVING ALIGNMENT IN DELIVERY

8-CASE STUDY 2 : IN DEPTH ANALYSIS AND EXAMPLES

8.1-EXAMPLE 1 - PROMISE OF LOW PRICES

8.2-EXAMPLE 2 - PROMISE OF TAKING CARE OF THEIR EMPLOYEES

8.3-EXAMPLE 3 - COMMITMENT TO HIGH QUALITY PRODUCTS

9-CASE STUDY 2: STRATEGIES THAT ENHANCE COSTCO’S CUSTOMER EXPERIENCE

9.1-MEMBERSHIP BUSINESS MODEL: ELEVATING CUSTOMER EXPERIENCE

9.2-CREATING EXCITEMENT THROUGH THE POWER OF LIMITED SELECTION

9.3-DEDICATION TO MAKE THE USER EXPERIENCE SEAMLESS

9.4-TREASURE HUNT AND THE COSTCO EXPERIENCE

9.5-INNOVATIVE STRATEGIES: COSTCO'S BLUEPRINT FOR RETAIL SUCCESS

9.6-CAREFUL MANAGEMENT OF ITS COMPETITIVE ADVANTAGE

9.7-COSTCO COMPETITORS

10-CASE STUDY 2 : COSTCO CUSTOMERS

10.1-CUSTOMERS LOVE COSTCO

10.2-WHY COSTCO’S CUSTOMERS ARE SO LOYAL

10.3-COSTO’S TARGET CUSTOMER

10.4-THE WEALTHY LOVE COSTCO

10.5-CUSTOMER PERSONAS

10.6-CREATING CUSTOMER PERSONAS (PART 1)

10.7-CREATING CUSTOMER PERSONAS (PART 2)

10.8-CREATING CUSTOMER PERSONAS (PART 3)

10.9-CREATING CUSTOMER PERSONAS (PART 4)

10.10-CREATING CUSTOMER PERSONAS (PART 5)

11-CASE STUDY 2 : USING SWOT ANALYSIS FOR CUSTOMER EXPERIENCE

11.1-USING SWOT ANALYSIS FOR CUSTOMER EXPERIENCE

11.2-SWOT ANALYSIS FOR COSTCO’S CUSTOMER EXPERIENCE

12-CASE STUDY 2 : COSTCO CUSTOMER JOURNEY

12.1-COSTCO CUSTOMER JOURNEY (EXAMPLE 1)

12.2-COSTCO CUSTOMER JOURNEY (EXAMPLE 2)

12.3-DETAILED IN-STORE JOURNEY

12.4-STRATEGIES FOR ELEVATING THE CUSTOMER EXPERIENCE JOURNEY

13-CASE STUDY 2: HOW TO IDENTIFY CUSTOMER PAIN POINTS FOR COSTCO

13.1-HOW TO IDENTIFY CUSTOMER PAIN POINTS FOR COSTCO

14-CASE STUDY 2 : STRATEGIC VISION FOR COSTCO

14.1-STRATEGIC VISION FOR ENHANCING COSTCO'S CUSTOMER EXPERIENCE

15-CASE STUDY 2 : KPI’s FOR COSTCO

15.1-KPI’s FOR COSTCO

16-CASE STUDY 2 : COMPREHENSIVE CUSTOMER EXPERIENCE MANAGEMENT PLAN FOR COSTCO

16.1-COMPREHENSIVE CUSTOMER EXPERIENCE MANAGEMENT PLAN FOR COSTCO

17-CASE STUDY 2 : VOICE OF THE CUSTOMER ANALYSIS FOR COSTCO

17.1-VOICE OF THE CUSTOMER ANALYSIS FOR COSTCO

18-CASE STUDY 2 : QUANTITATIVE ANALYSIS FOR COSTCO

18.1-QUANTITATIVE ANALYSIS FOR COSTCO

19-CASE STUDY 2 : QUALITATIVE ANALYSIS FOR COSTCO

19.1-QUALITATIVE ANALYSIS FOR COSTCO

20-CASE STUDY 2 : CUSTOMER FEEDBACK ANALYSIS FOR COSTCO

20.1-CUSTOMER FEEDBACK ANALYSIS FOR COSTCO

21-CASE STUDY 2 : SERVICE DESIGN FOR COSTCO

21.1-SERVICE DESIGN VS CUSTOMER EXPERIENCE

21.2-BENEFITS OF SERVICE DESIGN

21.3-SERVICE DESIGN FOR COSTCO

22-CASE STUDY 2 : LEVERAGING DATA ANALYTICS

22.1-LEVERAGING DATA ANALYTICS

22.2-DEFINE KEY METRICS

22.3-DATA INTEGRATION

22.4-PREDICTIVE MODELING

23-A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED

23.1-PART 1

23.2-PART 2

23.3-QUIZ: A Simple CX Example to Get You Started

24-THE BENEFITS OF DELIVERING A GREAT CX

24.1-THE BENEFITS OF DELIVERING A GREAT CX

24.2-QUIZ: The Benefits of Delivering A Great CX

25-BEST PRACTICES FOR CX LEADERS

25.1-PART 1

25.2-PART 2

25.3-PART 3

25.4-PART 4

25.5-PART 5

25.6-PART 6

25.7-PART 7

25.8-QUIZ: Best Practices for CX Leaders

26-A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

26.1-A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

26.2-QUIZ: A Simple Framework to Design a Customer Experience

27-VALUABLE CX INSIGHTS YOU NEED TO KNOW

27.1-VALUABLE CX INSIGHTS YOU NEED TO KNOW

27.2-QUIZ: Valuable CX Insights You Need to Know

28-CUSTOMER EXPERIENCE PITFALLS TO AVOID

28.1-CUSTOMER EXPERIENCE PITFALLS TO AVOID

28.2-QUIZ: Customer Experience Pitfalls to Avoid

29-TYPES OF CUSTOMER JOURNEY MAPS

29.1-PART 1

29.2-PART 2

29.3-PART 3

29.4-PART 4

29.5-PART 5

29.6-PART 6

29.7-QUIZ: Types of Customer Journey Maps

30-COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID

30.1-COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID

30.2-QUIZ: Common Customer Journey Mapping Mistakes to Avoid

31-CUSTOMER EXPERIENCE (CX) VARIABLES

31.1-CUSTOMER EXPERIENCE (CX) VARIABLES

31.2-QUIZ: Customer Experience (CX) Variables

32-HOW TO MEASURE AND ANALYZE CUSTOMER EXPERIENCE

32.1-PART 1

32.2-PART 2

32.3-PART 3

32.4-PART 4

32.5-PART 5

32.6-PART 6

32.7-PART 7

32.8-PART 8

32.9-PART 9

32.10-QUIZ: How to Measure and Analyze Customer Experience

33-TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE

33.1-TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE

33.2-QUIZ: Two Building Blocks of Customer Experience You Should Not Ignore

34-EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS

34.1-EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS

34.2-QUIZ: Evaluate Your CX Strategy by Asking These Questions

35-WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?

35.1-WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?

35.2-QUIZ: Why Customers Usually Go Back to a Business?

36-MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT

36.1-MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT

36.2-QUIZ: Main Causes of Bad CX & What You Can Do About it

37-PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS

37.1-PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS

37.2-QUIZ: Practical CX Strategies to Amaze Your Customers

38-PRACTICAL CX STRATEGIES USING TECHNOLOGY

38.1-PRACTICAL CX STRATEGIES USING TECHNOLOGY

38.2-QUIZ: Practical CX Strategies Using Technology

39-OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES

39.1-OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES

39.2-QUIZ: Old School CX Methods VS New Technologies

40-HOW THE COVID-19 PANDEMIC CHANGED THE WORLD AND WHAT TO DO NEXT

40.1-PART 1

40.2-PART 2

40.3-PART 3

40.4-QUIZ: How the Covid-19 Pandemic Changed The World and What to Do Next

41-HOW TO CREATE MEMORABLE CUSTOMER EXPERIENCES EVEN POST-COVID-19

41.1-PART 1

41.2-PART 2

41.3-PART 3

41.4-PART 4

41.5-PART 5

41.6-PART 6

41.7-PART 7

41.8-PART 8

41.9-PART 9

41.10-PART 10

41.11-PART 11

41.12-QUIZ: How to Create Memorable Customer Experiences Even Post-Covid-19

42-HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY

42.1-HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY

42.2-QUIZ: Why Customer Experience Should Become Your #1 Priority

43-TRANSFORMATIONAL CUSTOMER EXPERIENCE

43.1-IT IS ALL ABOUT YOU

43.2-GET YOUR POWER BACK

43.3-IT IS ALL ABOUT THEM

43.4-SHARE THE REAL YOU

43.5-A REAL LIFE EXAMPLE

43.6-QUIZ: Transformational Customer Experience

44-ChatGPT & CUSTOMER EXPERIENCE

44.1-INTRODUCTION

44.2-WHAT IS ChatGPT

44.3-DOES ChatGPT HAVE THE CAPACITY TO THINK?

44.4-WHAT ARE THE BUSINESS APPLICATIONS ChatGPT CAN BE USED FOR?

44.5-ARE EXECUTIVE LEVEL CUSTOMER EXPERIENCE JOBS AT RISK?

44.6-WHAT IS THE NUMBER ONE REASON TO USE ChatGTP FOR CUSTOMER EXPERIENCE?

44.7-HOW CAN ChatGPT IMPROVE CUSTOMER EXPERIENCE?

44.8-BENEFITS OF USING ChatGPT FOR LARGE ENTERPRISES

44.9-BENEFITS OF USING ChatGPT FOR SMALL BUSINESS

44.10-CAN ChatGPT HELP IMPROVE PRODUCTIVITY?

44.11-ChatGPT: BEST PRACTICES FOR CUSTOMER EXPERIENCE MANAGEMENT

44.12-BEST PRACTICES FOR TRAINING A LANGUAGE MODEL

44.13-QUIZ: 1. ChatGPT AND CUSTOMER EXPERIENCE

45-RESOURCES/HELPFUL LINKS

45.1-RESOURCES/HELPFUL LINKS

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