3933 - Customer Experience Management (CXM)
Course Description
Customer Experience Management (CXM) is the leading strategy companies harness to grow their market share and transform their customers’ experiences. This course will introduce you to key customer experience (CX) concepts to help you launch a Customer Experience Management (CXM) program. Over 12 weeks, you’ll learn how to plan, design, and manage programs that support brand messaging and drive revenue growth. Through case studies and active learning, this course explores the major building blocks of a successful CXM program including: strategy, customer insights, personas, journey mapping, experience design, and organizational adoption. You’ll emerge with the skills you need to run successful CX programs, and manage interactions throughout the customer lifecycle.
Learning Outcomes
- Outline the key components and tools of a successful Customer Experience Management (CXM) program.
- Describe how effective CXM aligns to the pillars of customer growth.
- Plan, design and manage CXM strategies to support brand messaging and drive revenue growth.
- Build a CXM roadmap to meet organizational goals.
- Describe key trends and technologies in CXM and their impact on the pillars of customer growth.
This course may be applied towards the SCS Certificate(s) in
- Brand Management : Electives
