Companies and brand owners understand that customers’ enjoyment or suffering in their experience with a product or service is critical to maintaining the growth and profitability of the company and the ability to retain and satisfy customers. This course focuses on developing and implementing customer experience management strategies, measurement, and implementation. The course provides a deeper understanding of the fundamentals of customer experience management. And directing participants towards the right path to become specialists in customer experience management and address one of the fastest growing needs in large and modern companies.

In simple terms, the customer experience is the customer’s rational, physical, emotional awareness and psychological interaction with any part of the company, its services and products. company.

Who Should Attend?

• Managers interested in customers, services, sales, accounting, marketing and public relations.
• Managers and employees responsible for developing the customer service strategy.
• Customer service staff.
• Quality managers in organizations.
• Workers in the field of public relations with regard to dealing with the public.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Define, distinguish and understand the various terms in the field of Customer Experience Management.
• Understand how customer related information is processed.
• Understand the primary outcomes of customer experience management.
• Understand the impact of customer experience management on business performance (sustainability, growth, profit, efficiency, sales).
• Develop strategy for customer experience management in various industries.

• Introduction to Customer Experience Management
  • Definition of Customer Experience (CX) and its importance
  • Overview of CEM principles and frameworks
  • The relationship between customer experience and customer loyalty
• Customer Journey Mapping
  • Understanding the customer journey
  • Tools and techniques for mapping customer journeys
  • Identifying touchpoints and pain points in the journey
• Voice of the Customer (VoC) and AI
  • Methods for collecting customer feedback (surveys, interviews, chatbots)
  • Leveraging AI for sentiment analysis and interpreting customer insights
  • Creating customer personas and segmentation using machine learning
• Technology and Customer Experience
  • Role of technology in enhancing customer experience
  • Overview of Customer Relationship Management (CRM) systems and AI integration
  • Data analytics for understanding customer behavior and preferences
• Creating a Customer-Centric Strategy
  • Aligning business goals with customer experience objectives
  • Developing a customer experience vision and mission
  • Best practices for fostering a customer-centric culture
• Designing Customer Experience Initiatives
  • Techniques for designing impactful CX initiatives with technology
  • Leveraging AI for personalization in customer communications
  • Integrating customer feedback into service design using data insights
• Personalization and Customer Engagement
  • Importance of personalization in the digital age
  • Tools for implementing personalized experiences (recommendation engines, dynamic content)
  • Strategies for engaging customers through AI-driven insights and automation
• Measuring Customer Experience
  • Key Performance Indicators (KPIs) for CX
  • Tools and techniques for measuring customer satisfaction (NPS, CSAT, CES)
  • Analyzing data to drive improvements in customer experience
• Managing Customer Experience in the Digital Age
  • Challenges and opportunities in digital customer experience
  • Best practices for omnichannel customer experience
  • Role of social media in shaping customer perceptions
• Continuous Improvement in Customer Experience
  • Creating a culture of continuous feedback and improvement
  • Strategies for training and empowering employees
  • Future trends in customer experience management