Customer Experience - FIRST STEPS


Mariana De Marchi
Estevão Rizzo
Marília Veiga

Trail CX

3 months access

About the course

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.


  • Professionals entering the career of CX.

Our team of CX professionals - FIRST STEPS​:

Mariana De Marchi


Estevão Rizzo


Marília Veiga


R$ 389,00

10% discount* for students from affiliated companies and SEDA students

*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.

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Programa Customizado

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)

7 hours certification

Learn in practice with real cases as steps in the construction of a customer experience strategy.

Course Benefits:
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