Course curriculum

  • 1

    Introduction

    • Building a strong foundation for customer experience

    • Who is this course for?

    • What is customer experience?

    • Quiz
  • 2

    Customer experience : Foundation

    • Pillar 1: Vision and goals

    • Pillar 2: Employee engagement

    • Quiz
  • 3

    Customer experience: Listening

    • Pillar 3: Voice of the customer

    • Pillar 4: Customer service

    • Quiz
  • 4

    Customer experience: Desighn

    • Pillar 5: Customer narrative

    • Pillar 6: Processes and technology

    • Quiz
  • 5

    Customer Experience : Inspiration

    • Pillar 7: Customer advocacy

    • Pillar 8: Innovation

    • Quiz
  • 6

    Customer Experience: Momentum

    • Pillar 9: Investments