CX / Customer Experience. Product Management and Development. Customer journey and touchpoints, CJM. Product Life-cycle
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
Voice of the Customer (VoC) Analysis
Emotional Experience Design (EED)
Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Introduction to Product Development and Management
English
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