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Masterclass Experience Metrics (EN)


Description
NPS, C-SAT, CES... are you also wondering about the sense and nonsense of experience metrics and when to use which metric for maximum impact? In this masterclass you will learn which metric is most relevant for each of the 5 types of experience (BX, CX, EX, SX and UX) and especially the why behind the relevance. You will learn how to find the true, latent drivers and why open answers with the NPS to find rootcauses is not the best road to take.

Content
  • Welcome!
  • Quickstart Learning Platform
  • Introduction
  • Quick Introduction
  • 1a. Accelerate In Experience
  • 1b. The 5 types of experience and their metrics
  • 1c. The sense and non sense of metrics
  • Assignments Introduction
  • Journey and drivers foundation
  • Quick intro journeys and drivers foundation
  • The key to latent drivers
  • Journey as structure
  • Extra: Connecting BX, SX and UX in the journeys
  • Experience Metrics
  • Quick intro Experience Metrics
  • Brand Experience
  • 2a. Brand Experience Metrics
  • Assignment NPS research
  • Customer Experience
  • 2b. Customer Experience Metrics en Drivers
  • Assignment Explain drivers
  • Extra: visualisation drivers in journey
  • Extra: manual and example survey driver analysis
  • Extra: Tooling tips and advice CX and EX
  • Employee experience
  • 2c. Employee Experience Metrics and Drivers
  • Assignment Review EX Research
  • Extra: example survey and topics employee experience
  • Service experience
  • 2d. Service Experience Metrics and Drivers
  • Assignment Enhance SX satisfaction
  • Extra: top 10 drivers call and e-mail
  • User experience
  • 2e. User Experience Metrics
  • Assignment UX measurements
  • extra's to create energy
  • Golden tip #1 Make aftermovies
  • Golden tip #2 Kahoot quiz with drivers
  • Podcast Personal Leadership
  • 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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