Overview
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Learn about customer experience from the leadership level. Explore ways to engage your employees, listen to your customers, build a culture of customer advocacy, and more.
Syllabus
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Introduction
- What does customer experience (CX) look like?
- Establish a broad understanding of customer experience
- Define and communicate your vision and goals
- Build on a foundation of employee engagement
- Execute a voice of the customer strategy
- Establish key performance indicators
- Boost the strategic value of customer service
- Tell your customer’s story
- Build your dashboards
- Shape supporting processes and technologies
- Build a culture of customer advocacy
- Strive for participation in product and service innovation
- Use governance to propel innovation
- Rally support for investments
- Aspire to the highest level of leadership
