(CX) is the newest and fastest growing discipline in the corporate world today (Gartner). CX is proven to help companies grow their business by retaining customers, increasing new business sales and reducing the cost of serving customers. There is a recognised skills-gap in the CX sector and demand for qualified CX professionals is significant and growing. This Professional Certificate allows you to obtain an accredited qualification in Customer Experience, certified by The Academy and validated by our Industry Advisory Council. It will help you to begin an exciting, dynamic career in a fast developing sector and for professionals already underway in their jobs, this qualification will provide you with a roadmap to advance in your career. With graduates in over 85 Countries, The CX Academy sets the global standard for CX Excellence. The course is delivered by professionals who understand the challenges facing business today and are experienced in delivering problem solving solutions. This Certificate is rooted in ‘real-world’ and practical experience. Whether you are an experienced professional, a busy executive or just starting out on your third-level journey, this course is perfect for you.
- CX Professionals & Managers
- Call Centre Staff and Customer-Facing Staff
- HR Executives
- Marketing Executives
- Business Owners
- Anyone responsible for developing a CX programme for their organisation
- Anyone looking to pursue a career in Customer Experience
- CEOs and Senior Management
- UX Developers
Module 1: introduction to the professional certificate in customer experience
- Introduction
- Definitions and Misconceptions of Customer Experience
- Introducing The Benefits & Key Principles of Customer Experience
- Introducing The CX Framework™
- Introducing The Customer Journey
- Introducing CX in Action
- Introducing Your Four Stages to CX Excellence
- Summary & Key Takeaways
- Insights & Inspiration
Module 2: understanding the benefits of customer experience
- Differentiation and The Competitive Advantage
- Increasing Customer Retention and Loyalty
- The New Method of Customer Acquisition
- Staff Motivation and Engagement
- How CX Enables Cost Reduction
- Increasing Profits and Shareholder Value
- Summary & Key Takeaways
- Insights & Inspiration
Module 3: the cx framework
- Introduction to The CX FrameworkTM Enabling You to Deliver CX Excellence
- I Trust You Building the Foundations of Customer Relationships through Trust
- You Know Me Treating Customers as Individuals and Human Beings
- You Make It Easy Making it Easy and Effortless for Customers to do Business withyour Company
- You Get Me Showing customers you genuinely understand what it’s like to walk in their shoes
- You Deliver on Your Promise Managing, meeting and exceeding expectations
- You Fix Things Putting Things Right When They Go Wrong
- We’ve a Real Bond Meaningful Customer Relationships Resulting in loyalty & advocacy – CX Excellence
- Applying The CX Framework To Staff Summary & Key Takeaways
Module 4: the customer journey
- Understanding Customer Journey Mapping
- The Five Steps to Successful Customer Journey Mapping
- Step 1: Understanding the Journey
- Step 2: Knowing Your Customers
- Step 3: Getting The Right People Involved
- Step 4: Walking Through the Journey
- Step 5: Completing Your Own Journey Map
Module 5: cx in action
- What Great CX Companies Have in Common
- The Role of Staff & Outsourced Partners in Delivering CX Excellence
- Getting Everyone Involved in Your CX Delivery
- How Digital Innovation Drives CX Excellence
- Using Technology & Artificial Intelligence
- Leveraging Your Data
- Measuring & Benchmarking Using Key CX Metrics
- A Professional Qualification Accredited and Validated by Industry Experts
- A Deep Understanding of the Power of Customer Experience
- The Ability to Speak the Language of CX
- The Confidence and Tools to Develop a Successful Customer Experience
- Excellence Programme in your Company
- The Potential for you and your Company to Stand Head and Shoulders
- Above your Competitors
- The Expertise to Advance your Career with Practical Knowledge that can
- be Transferred to your Workplace Immediately