Customer Experience Improvement

Designing and improving customer journeys to deliver exceptional experiences

Course Overview

This course provides learners with an understanding of customer experience management and how organisations design and improve the end-to-end customer journey. Learners will explore customer journey mapping, persona development, voice of the customer, customer effort reduction, experience design principles and the measurement of CX performance. The course is suitable for CX professionals, marketing teams and service improvement practitioners.

Learning Outcomes

• Understand the principles of customer experience management
• Develop customer personas and understand their needs and expectations
• Map the current customer journey and identify pain points
• Apply voice of the customer techniques to gather actionable insights
• Design improved customer experiences using CX design principles
• Measure CX performance using appropriate metrics
• Implement a systematic approach to continuous CX improvement

Course Structure (3 topics, 9 lessons)