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Module Customer Experience (EN)


Description
Not sure if you are ready to lead the way to the full transformation challenge by combining all 5 types of experience and want to start with Customer Experience as the heart of the 5 types? Then this module is what you are looking for. You learn why 85% of all CEO's put CX in their top 3 priorities, but the percentage of CX leading companies in the world remains stuck between 4-8%. And how you can make a start to move towards this successful, leading CX companies by transforming the most common pitfalls into successfactors.

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
  • journeys 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
  • Customer experience
  • Quick intro scope CX
  • 2a. The scope of CX
  • 2a. Assignment scope of CX
  • Extra: CRM vs CCM vs CEM
  • Proof Financial Impact
  • Quick intro financial impact CX
  • 2b. Proof financial impact - before the start
  • 2b. Proof financial impact CX - after the start
  • 2b. Assignment financial impact CX
  • Journey mapping
  • Quick intro journey mapping
  • 2c. Define journeys - Main journey
  • 2c. Define journeys - Detail journey
  • Extra: manual workshop detail journey
  • Extra: manual and example survey driver analyse
  • 2c. Assignments Journeys
  • Metrics and drivers
  • Quick intro metrics and drivers
  • 2d. Find drivers for CX
  • 2d. Assignment drivers CX
  • Extra: visualisation drivers in journey
  • Improve and learn
  • Quick intro improve and learn
  • 2e. Improve and learn CX
  • 2e. Assignment Improve and learn CX
  • Extra: journey teams and train 10% of employees
  • Extra: Tooling tips and advice CX and EX
  • anchor CX in DNA
  • Quick intro anchor CX
  • 2f. Anchor CX in DNA
  • 2f. Assignment CX transformation test
  • Extra: survey items CX transformation test
  • 2g. The 7 successfactors
  • Quiz Customer Experience
  • Leadership and steering
  • Quick intro leadership and steering
  • Leadership and steering
  • Experiment steering Alive at Work
  • 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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