Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many other positive organizational impacts. You’ll achieve higher customer engagement, reduce customer churn, increase revenues, decrease costs, and obtain greater employee satisfaction from a measurable CX program implemented within your organization.

CX professionals who want to drive successful measurement programs need to follow specific steps to guide them through making a range of decisions and choosing which customer segments and experiences need to be measured and acted upon. Organizations that want to manage CX must actually be able to measure it. Many CX programs fail because key performance indices (KPI’s) that are meant to track the project are not measurable.

This course will provide an overview of CX and the framework and steps necessary to implementing a measurable CX program within your organization. Most organizations struggle to define a proper CX program because of the complexities around the different areas a customer can interact with an organization. This course addresses those areas, as well as many others, because the author actually implements CX solutions for organizations.