Customer Experience Leadership with AI

Introduction to CX

Learn the concept of customer experience and reveal both great and poor experiences. Uncover the essential elements that draw us in and keep us coming back to our beloved brands. Complete a score card to compare your brand against the competition.

CX Strategy for Success

Discover why CX is essential to your business strategy. Perform an assessment and prioritize areas to mature and drive adoption. Create your vision and goals for insights, engagement, efficiency, revenue, retention, and employee satisfaction.

Your Customers, Their Journey

CX Journey Maps are arguably the most important tool you’ll hold in your arsenal. Discover your customer’s touchpoints, emotions, brand proof points, and more. Unlock the power of journey maps to analyze, plan, communicate, innovate, and transform.

Improve Decisions with Data

Connect the dots between your customers’ perceptions, sentiments, service delivery, costs, churn rates, share of wallet, average handling times, cost of acquisition, and more. Then, define actionable metrics that drive your desired business results.

Customer-Focused Innovation

Bring teams together to innovate on behalf of your customers. Employ empathy-powered stories and techniques to bust down silos and culture barriers. Close the “knowing-doing” gap via a perfect blend of theory, practice, strategy, and invention.

Customer Relationship Building

CX is multi-faceted and relies on building strong relationships with your customers. Identify and define core elements to build relationships and improve overall experiences, then create relationship matrixes specifically for your business.

Customer First Culture

It’s a proven reality that your customer experience will never exceed your employee experience. Learn how to position your company for greater success by engaging your team’s hearts and minds and bringing them together for amazing experiences.

Navigating Politics Of Change

Change is hard and people are resistant. Arm yourself with crucial leadership skills to drive adoption across your entire organization. Become a successful change-agent for experience-first thinking and inspire positive change.

Build Your Strategic CX Portfolio

Throughout the program, you work on your very own CX Strategic Organizational Plan and your professional CX portfolio. This toolkit helps you drive CX throughout your organization’s DNA.