Trail CX
ONLINE COURSE RECORDED
3 months access
Understand exactly what Customer Experience is and what it is not and learn a little about the routine of a professional in the area. It is in fact an introduction to the topic, but already with good practices to boost the practice.
Foster the role of everyone as guardians and responsible for the customer experience.
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*discounts cannot be combined with other discounts
Courses can be paid in installments by credit card in up to 12 installments**
**Installments with interest added.
Definition of CX and concepts that surround it
What customer centric culture is and how it works in practice
Understanding the impact of CX on culture
CX Professional Profile
The pillars of a customer-centric culture
What is a persona?
What is the difference between persona and target audience?
What do I need to understand to define my business personas?
Link between persona and journey
What is the impact on attendance?
Types of journey
The importance of Personas for the journey
Measuring the success
What is the objective of measurement in CX?
Perception Metrics (CSAT / NPS / CES) and Operational
The Impact of Indicators on the business
Breakdown of Metrics and Impacts (Analysis)
Measuring and Communicating the Impact of CX on Business (OKRs and Rituals)
