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Introduction to Customer Experience

Lesson 1 - What is Customer Experience?

Lesson Overview

1.1 A Simple Question 

1.2 Defining Customer Experience 

1.3 Why Customer Experience Matters

1.4 Experience Is Built Through Perception 

1.5 The Three Building Blocks of Customer Experience 

1.6 Why Customer Experience Extends Beyond Customer Facing Teams 

1.7 The Business Value of Customer Experience 

1.8 CX Is a Continuous Journey 

Reflection Activity 

Quiz - 1

Quiz - 2

Quiz - 3

Quiz - 4

Lesson Summary

Lesson 2: The Evolution of Customer Experience 

2.1 The Experience Economy 

2.2 Competition Has Changed 

2.3 The Evolution of Business Competition 

2.4 Why Product Quality Alone Is No Longer Enough

2.5 Rising Customer Expectations 

2.6 The Influence of Digital Transformation 

2.7 Customer Experience as a Strategic Capability 

Reflection Activity

Quiz 4

Lesson 3: Key Terms, Principles, and Elements of Customer Experience

3.1 Customer

3.2 Customer Journey 

3.3 Touchpoint 

3.4 Channel

3.5 Customer Persona 

3.6 Customer Expectations

3.7 Customer Perception 

3.8 Pain Points 

3.9 Moments of Truth 

3.10 Customer Effort 

3.11 Customer Feedback 

3.12 Bringing the Concepts Together 

Scenario Based Exercise 

Quiz - 5

Lesson 4: Understanding the Difference Between Customer Service, Customer Satisfaction, and Customer Experience 

4.1 Three Different Questions 

4.2 Understanding Customer Service 

4.3 Understanding Customer Satisfaction 

4.4 Where Customer Experience Fits And How These Concepts Work Together 

4.5 Why These Distinctions Matter 

Scenario Based Exercise

Quiz - 6

Module Review 

Module Assessment 

Quiz

$ (USD)

Introduction to Customer Experience (CX)

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