Professional Certificate in Customer Experience Management

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Professional Certificate in CX / Customer Experience Management by MTF Institute

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)

Employee Experience (EX)

English
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