CXPA Courses

We will begin our five-part course with a closer look at Customer Experience Strategy. This knowledge is critical to being able to articulate an operating plan, investments and tactics across the company. Customer Experience Strategy describes the intended customer experience and its linkage to overall corporate objectives. It is important that this strategy aligns with the organization’s brand values and attributes.

Some of the key areas we’ll address are:

• Development of “branded” customer experiences
• Strategy and planning for cross-business-unit efforts to support the organization’s CX strategy
• CX best practices across industries
• Internal marketing and communications
• Associate engagement
• Business strategy frameworks and planning

A critical component of Customer Experience is listening to our customers. This module will describe the various methods of gathering insight from customers and then further describe what to do with that information once you have it. From the design and implementation of Voice of the Customer (VoC) programs to analyzing the feedback drawn across sources, it is important to be able to identify customer pain points and opportunities to improve and differentiate.

Some of the key areas we’ll address are:

• Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
• Qualitative and quantitative research methods
• VoC analytical tools and methodologies
• Touchpoint mapping

It is critical that CX Professionals be able to demonstrate positive business outcomes. This module will help students understand and identify key CX metrics for tracking experience quality, satisfaction and loyalty. We will also address infrastructure and mechanisms to capture CX Data as well as focusing on the right metrics that capture the customer experience.

Some key areas we’ll cover are:

• Relationship and financial metrics to create an ecosystem of success
• Key frameworks for measuring digital effectiveness and return on investment (ROI)
• Experience measurement and research methodologies
• Finding the balance of qualitative and quantitative metrics

Customer-centered design and innovation is critical for building a thriving business or organization. In fact, stocks of design-leading companies are outperforming the S&P 500 by over 200%. In this module, you will learn powerful principles and tools for Design Thinking and Innovation, plus how to bring them to life in your organization.

Some of the areas to be covered include:

• Key Experience Design methodologies and mindsets
• Gaining deep customer empathy and insights
• Ideating and creating customer-centered solutions
• Rapid experimentation, prototyping, and customer co-creation
• Scaling, implementing, and improving designs

Peter Drucker once said “Culture eats strategy for breakfast.” In this final module we’ll look closely at how you cultivate a customer-focused culture. We’ll address the importance of employee engagement from the front lines to the executive suite. From aligning business goals with customer-focused culture to working across departments and organizations to improve customer-centric culture, this final module will pull together the disciplines and help ensure you have a solid foundation to move ahead.

Some of the key areas we’ll cover are:

• Best practices for cultivating a customer-focused culture
• Internal and external marketing, promotion, and communications
• Employee hiring, training, and coaching
• Employee engagement strategies
• Reward and recognition strategies
• Project management principles
• Collaboration and relationship management practices
• Leadership and change management
• Prioritization process
• Process management