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Accelerate In Experience in 6 weeks


Description
In 6 weeks, you'll learn to cut through the CX sense and nonsense with this internationally proven, scientifically based methodology. Enhance the CX competence of your own organisation by using the 5 types of experience (Brand-, Customer-, Employee-, Service- and User Experience). Because to realize true CX transformation, you need to connect these 5 types of experience. On my YouTube channel you can also watch the 3 Introduction module videos.

Content
  • Welcome!
  • Rhythm of the 6 weeks
  • Quickstart Learning Platform
  • Module 1 | Introduction
  • Quick intro Module 1
  • 1a. Accelerate In Experience
  • 1b. The 5 types of experience and their metrics
  • 1c. The sense and non sense of metrics
  • Assignments Introduction
  • Module 2 | Brand Experience
  • Quick intro Module 2
  • 2a. The scope of BX
  • 2b. Connecting BX
  • Extra : translate BX to employees
  • 2c. Meaningful metrics for BX
  • Assignments Brand Experience
  • Module 3 | Customer experience
  • Quick intro Module 3
  • 3a. The scope of CX
  • 3a. Assignment Scope of CX
  • Extra: CRM vs CCM vs CEM
  • 3b. Proof financial impact CX - before the start
  • 3b. Proof financial impact CX - after the start
  • 3b. Assignment Financial impact CX
  • 3c. Defining journeys - Main customer journey
  • 3c. Definining journeys - Detailed customer journeys
  • Extra: manual workshop detailed journeys
  • Extra: manual and example survey driver analysis
  • 3c. Assignments Journeys
  • 3d. Meaningful metrics and drivers for CX
  • 3d. Assignment Explaining drivers
  • Extra 3d. Visualisation drivers in journey.pdf
  • 3e. Improve and learn
  • 3e. Assignment Improve and learn
  • Extra 3e. Journey teams and training employees.pdf
  • Extra: Tooling tips and advice for CX and EX
  • 3f. Anchoring CX in organisation
  • 3f. Assignment CX transformation test
  • Extra: survey items CX transformation test
  • 3g. The 7 successfactors
  • Quiz Module 3
  • Module 4 | employee experience
  • Quick intro Module 4
  • 4a. The scope of EX
  • 4b. Proof financial impact EX
  • 4b. Assignment Financial impact EX
  • 4c. Defining journeys
  • 4c. Assignment EX journey
  • 4d. Meaningful metrics and drivers for EX
  • 4d. Assignment EX research
  • Extra: example survey employee experience factors
  • 4e. Learn and improve
  • 4f. Anchor in organisation
  • 4f. Assignment anchoring EX and CX
  • 4g. The 5 successfactors
  • Module 5 | service experience
  • Quick intro Module 5
  • 5a. The scope of SX
  • 5b. Proof financial impact SX
  • 5b. Assignment Benefits SX
  • 5c. Meaningful metrics and drivers of SX
  • 5c. Assignment Drivers of SX satisfaction.pdf
  • Extra: top 10 drivers call and e-mail
  • 5d. The 3 successfactors
  • Quiz Module 5
  • Module 6 | User experience
  • Quick intro Module 6
  • 6a. The scope of UX
  • 6b. Connecting UX
  • 6c. Meaningful metrics UX
  • Extra: Connecting BX, SX and UX in the journeys
  • Assignments User Experience
  • Module 7 | Leadership and steering
  • Quick intro Module 7
  • 7a. Leadership and steering
  • 7b. Experiment around steering
  • 7c. Podcast Personal Leadership
  • 7d. Podcast Interview Zanna and Dan Cable (Alive at work)
  • Library
  • Library Accelerate In Experience
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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