Executive Certificate: Marketing Strategy, Customer Experience Management, Generative AI GPT, Segmentation, CJM, CX, VoC
What you will learn
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Introduction to Customer Experience Management
Theory Overview
High-Level Frameworks
CX Principles
Customer Segmentation and Persona Development
Service Recovery and Complaint Handling
Customer Journey Optimisation
Service Blueprinting and Process Design
AI, Generative AI, GPT Usage
Voice of the Customer (VoC) Analysis
Emotional Experience Design (EED)
Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Introduction to Product Development and Management
Introduction to Marketing Management
Marketing Environment Analysis
Market Segmentation, Targeting, and Positioning
Consumer Behaviour and Decision-Making Process
Marketing Strategy Development
Strategy Formulation
Pricing Strategies and Pricing Decisions
Integrated Marketing Communications (IMC)
English
language