Learn key CX Frameworks, Customer Journey Mapping, VoC Analysis, and Service Design principles.
What you will learn
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Understand core Customer Experience (CX) theory & principles.
Apply key CX frameworks and practical tools effectively.
Map & optimize the customer journey across touchpoints.
Analyze customer feedback using Voice of the Customer (VoC).
Develop customer segments & personas.
Improve service recovery processes.
Understand key CX metrics like LTV.
Recognize the link between EX & CX.
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