Overview
Learners will understand the pillars of customer experience and how to design experiences that align with customer expectations., Learners will gain insights into applying the KANO model with the help of AI-driven analytics., Learners will create journey maps that detail the customer experience, identifying key touchpoints and opportunities for improvement., Leverage AI and ChatGPT for automating personalized customer interactions improving customer journeys at scale., Master VoC techniques using AI tools for automated feedback collection, analysis, and real-time customer insights., Learners will develop customer personas based on data-driven insights to create more targeted and personalized customer engagement strategies., Learners will identify critical customer requirements and use them to shape product and service offerings that meet customer expectations., Learners will understand customer segmentation learning how to categorize customers into distinct groups based on behavior to tailor personalized experiences., Learners will track and analyze CX metrics gaining the skills to measure and improve customer satisfaction loyalty and overall experience performance.
The course is accessible to anyone eager to learn how to build and improve customer experiences whether you’re new to the field or looking to sharpen your skills. Anyone interested in how AI as well as automation and tools like ChatGPT can be integrated into customer experience management., Individuals working in customer service as well as marketing or business development who want to deepen their expertise in CX strategies and processes., Professionals responsible for customer [ Acquisition and Retention or Engagement ] who want to create more personalized and data-driven customer journeys.
There are no formal prerequisites for taking this course. It is designed for beginners and professionals alike who are looking to improve their knowledge of customer experience.
Delivering an exceptional customer experience (CX) is key to driving business success. This course Customer Experience Foundations is designed to provide you with the skills, strategies, and tools needed to elevate customer satisfaction as well as loyalty and engagement. Whether you're new to CX or looking to enhance your expertise this course covers everything from understanding the core principles of customer experience to implementing cutting-edge strategies for improvement.
Throughout the course you will learn to ...
Master essential CX concepts, including Customer Journey Mapping, Customer Segmentation, and Voice of Customer (VoC) analysis. Apply powerful frameworks like the KANO Model and VoCs to CCRs to CTQ approach to prioritize customer needs and drive quality.
Leverage AI and automation, including tools like ChatGPT, to enhance personalization and operational efficiency. Develop Personas, create targeted experiences, and use CX metrics to measure and optimize success.
Leverage customer segmentation to categorize customers into meaningful groups, enabling personalized interactions and targeted strategies that maximize satisfaction and engagement. Conduct internal assessments of your organization’s CX practices, ensuring that customer feedback is efficiently captured, analyzed, and integrated into business decisions for continuous improvement.
By the end of this course you’ll be equipped to lead CX initiatives that drive long-term business growth and create lasting customer relationships. Perfect for professionals in CX, marketing, sales, or anyone looking to make a positive impact on their organization’s customer experience.
Mohamed Othman
Result-oriented and dedicated Ph.D. candidate with more than 8 years of experience in the [ Quality and Excellence ] Field. Master's degree in Business Administration focused on Strategic Management from Arab Academy for Science Technology and Maritime Transport. Pre-Master’s program in Industrial Engineering and bachelor's degree in Mechanical Engineering - Faculty of Engineering Cairo University.
Quality Assurance professional with a diploma focused in Total Quality Management - TQM and a Lean Six Sigma Master Black Belt granted by the International Quality Federation - IQF.
Scholarship Program powered by Hochschule Esslingen University of Applied Sciences in Germany.
Advanced Process Simulation and Control Diploma from Rivera I Virgili University in Spain.
Full Scholarship Program at the Technical University of Sofia with Industrial Training Programs across Europe.
Spain - Bulgaria - Romania - Germany, etc. ...