Welcome to course "Customer Experience Management (CX): Frameworks & Strategies" by MTF Institute
In competitive landscape, exceptional Customer Experience (CX) isn't just a buzzword – it's the engine for growth, loyalty, and competitive advantage. But how do you move from theory to action?
We're thrilled to launch a comprehensive course designed to equip you with the essential knowledge and practical frameworks to truly understand, analyze, and optimize the entire customer journey.
This course, "Customer Experience Management (CX): Frameworks & Strategies", provides a solid foundation covering:
Fundamentals & Theory: Dive into core CX principles and high-level frameworks.
Practical Tools: Master techniques like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and design impactful experiences.
Understanding Your Customer: Learn effective Voice of the Customer (VoC) analysis, customer segmentation, and persona development.
Strategic Implementation: Explore service recovery, emotional design (EED), key metrics (LTV, CLV), and the vital link between Employee Experience (EX) and CX.
The Future of CX: Get an introduction to how Generative AI is transforming customer interactions, from personalized journeys to advanced conversational AI and smart recommendations.
This course is perfect for professionals in Marketing, Sales, Customer Service, Product Management, and Operations, as well as business owners and managers ready to elevate their customer interactions and drive sustainable success.
Through clear explanations and guided practical exercises, you'll gain the confidence to apply these concepts immediately in your role or business.
Ready to transform your customer experience and build lasting loyalty?
Enroll today and gain the frameworks and strategies you need!
Course provided by MTF Institute of Management, Technology and Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 217 countries and has been chosen by more than 775 000 students.
Course Author:
Dr. Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.
In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses to a wide range of students from undergraduate level to business professionals and executives. Currently, as Head of the School of Business and Management at MTF, she leads the Product Development academic domain. At EIMT, where she also supervises doctoral students, Ms. Amoroso offers advanced instruction in research design and methodologies. Furthermore, she serves as a Research Consultant.
In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R&D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.
Alex Amoroso's extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.
With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.
Course Description
In today's competitive landscape, exceptional Customer Experience (CX) is no longer a luxury – it's a necessity for business growth, customer loyalty, and competitive advantage. But how do you move beyond buzzwords to actually design and manage experiences that truly resonate with your customers?
This course, "Customer Experience Management (CX): Frameworks & Strategies", provides you with the essential knowledge and practical frameworks to understand, analyze, and optimize the customer journey.
You'll start by understanding the core theories and principles behind effective CX. We'll then dive into high-level CX frameworks and explore practical tools like Customer Journey Mapping, Empathy Mapping, and Service Blueprinting to visualize and understand customer interactions from their perspective and the operational view.
Learn how to effectively listen to your customers through Voice of the Customer (VoC) analysis and use techniques like customer segmentation and persona development to deeply understand different customer needs. The course also covers crucial strategies for handling service recovery and complaints, designing for emotional impact, and understanding key metrics like Lifetime Value (LTV) and Customer Lifetime Value (CLV). We even touch upon the vital link between employee experience (EX) and CX.
Through clear explanations and references to practical exercises, you'll gain a solid foundation to start applying CX concepts in your own role or business. This course is designed for professionals in marketing, sales, customer service, product management, and operations, as well as business owners and managers, who want to elevate their customer interactions and drive sustainable success.
Enroll today to gain the frameworks and strategies needed to transform your customer experience and build lasting loyalty!
Everything You Need to Know About Customer Experience Management (CX): Frameworks & Strategies
This course is a comprehensive and well-structured introduction to Customer Experience Management (CX): Frameworks & Strategies. The instructor, MTF Institute of Management, Technology and Finance, is a leading expert in the field with a wealth of experience in Marketing to share.
The course is well-structured and easy to follow, and the instructor does a great job of explaining complex concepts in a clear and concise way.
The course is divided into sections, each of which covers a different aspect related to Product Marketing. Each module contains a series of video lectures, readings, and hands-on exercises.
The instructor does a great job of explaining each topic in a clear and concise way. He/She also provides plenty of examples and exercises to help students learn the material.
One of the things I liked most about this course is that it is very practical. The instructor focuses on teaching students the skills and knowledge they need to succeed in the real world. He/She also provides students with access to a variety of resources, including templates, checklists, and cheat sheets.
Another thing I liked about this course is that it is offered on Udemy. Udemy is a great platform for taking online courses because it offers a lot of flexibility for students. Students can choose to take courses at their own pace, and they can access the course materials from anywhere with an internet connection.
Udemy also offers a variety of payment options, so students can find a plan that works for them. The course also has a very active community forum where students can ask questions and interact with each other. The instructor is also very responsive to student questions and feedback.
Overall, I highly recommend this course to anyone who is interested in learning Customer Experience Management (CX): Frameworks & Strategies. It is a well-organized and informative course that will teach you the skills and knowledge you need to succeed.
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