Developing customer experience is a challenge many organisations are grappling with. While great service is a must, it's customer experience which differentiates you from your competition. This course will provide you with the skills to develop and implement a coherent customer experience strategy.
You will learn tools and processes to help you bring your organisation closer to your customers, including unpacking the dimensions of customer value and mapping the customer journey. You will learn how to plan and implement customer experience insight, channel management and delivery strategies. And discuss strategies for gaining senior management and key stakeholder buy-in. You will leave the programme with the skills and confidence to guide your organisation to a more customer-centric future.