Home Specialist skills Technology and Software Customer Experience Analysis

Customer Experience Analysis

Understand why strategic ambitions need connected customer experiences to deliver customer satisfaction – and how to do it
Learn the difference between CX and UX, and why it matters to your organisation
Understand how to tune in to the voice of your customer and how to take your customer experience from good to great

Overview

Off the shelf (OTS)

In the age of digital transformation, it has become critical for an organisation to transform its existing processes, using innovation and technology, to offer engaged, responsive customer experiences. The course includes a realistic case study that allows you to practice applying the techniques covered.

Key areas of the course include analysing the organisation’s view of CX, customer gains and pains, personas, touchpoints, customer journeys and organisational maturity. For virtual courses a printed copy of the latest edition of the comprehensive course manual will be sent to your home address in good time for the start of your course.

Our delegates tell us that having access to a physical document is beneficial as both a reference document and for taking notes during the course. In addition, a link will be emailed to you to enable you to access an electronic copy of the same comprehensive manual for convenient future reference.