Course Modules

Module 1: Foundations of Customer Experience Management

• What is Customer Experience (CX) and why it matters

• Differences between CX, customer service, and customer satisfaction

• The business value of CX: ROI, retention, and loyalty

• The CX Maturity Model

• Key CX principles and frameworks

Outcome:Participants will evaluate their organization's current CX maturity and identify focus areas for improvement.

Module 2: Customer Journey Mapping & Touchpoint Analysis

• Customer personas and experience expectations

• Mapping customer journeys across channels (digital + physical)

• Identifying “moments of truth” and pain points

• Emotional mapping and touchpoint scoring

• Experience design best practices

Outcome:Create a customer journey map for a selected persona, highlighting key touchpoints and improvement areas.

Module 3: Measuring & Managing the Experience

• Metrics that matter: NPS, CSAT, CES, and customer lifetime value

• Voice of the Customer (VoC) programs

• Using feedback to identify trends and root causes

• Real-time experience tracking tools (e.g., Medallia, Qualtrics)

• Closed-loop feedback and continuous improvement

Outcome:Design a CX dashboard and feedback loop for real-time decision-making.

Module 4: Omnichannel Strategy and Personalization

• Delivering seamless experiences across all channels

• Personalization strategies and tools

• Managing consistency between online and offline experiences

• AI, chatbots, and digital CX innovations

• Self-service, mobile, and customer portals

Outcome:Build a basic omnichannel experience strategy tailored to a customer segment.

Module 5: CX Innovation, Culture, and Strategic Execution

• Creating a customer-centric culture

• Employee experience (EX) and its impact on CX

• Design thinking for CX innovation

• Aligning CX strategy with business goals

• Final project: CX strategy presentation

Outcome:Participants develop and present a comprehensive CX strategy for a real or fictional organization.