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DTSTART;VALUE=DATE:20220902
DTEND;VALUE=DATE:20220924
DTSTAMP:20260508T072921
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SUMMARY:Customer experience (CX) masterclass - HYBRID EDITION
DESCRIPTION:[vc_row][vc_column][vc_column_text]\nA hands-on interactive masterclass (20 hour) dedicated to the best practices and tools in customer experience management. A special hybrid edition combines live interactive sessions with video content so that you can adjust the course to your own pace. \nThe participants of the course will learn methodologies\, case studies and do practical exercises that will help master all key skills required for a professional in the field of customer experience management. By completion of the course\, you will: \n\ncollect insights and ideas for your company\,\nget hands-on experience in key CX tools\,\ncreate your own personal development plan\, ready for immediate implementation\,\nfind allies within your company\,\ndemonstrate a new level of knowledge and confidence and earn the trust of your colleagues.\n\nThe masterclass covers all core competencies of a CX specialist\, including CX strategy\, positioning\, the role of employees in executing the strategy\, customer journey mapping and management\, CX metrics (VOC\, VOE\, and VOP)\, change management\, and customer-centric corporate culture. It is recommended by the International Association of CX Professionals CXPA as a stage of preparation for the exam for international certification of CX professionals – CCXP. \n\nCX MASTERCLASS HYBRID EDITION PROGRAMME\nKick-off session: 1 hour on-line LIVE interactive session on the 2nd of September 10:00 AM CET (you receive the ZOOM link) \n\nIntroduction of approach\nIntroduction of CXPA\nIntroduction of MasterClass\nIntroduction of CCXP\n\nModule 1: 4 hours VIDEO content (you receive the video link) \n\nThe role of CX specialist in the company\nEvolution of customer experience\nCX frameworks\nCX strategy\n\nModule 2: 4 hours VIDEO content (you receive the video link) \n\nCustomer and employee personas\nEmpathy as a tool in CX\nPositioning\nIntroduction to CJM (customer journey mapping and management)\n\nModule 3: 4 hours VIDEO content (you receive the video link) \n\nCustomer journey mapping – stages\, contact points\, customer experience\, emotions\, and needs in key touchpoints. Practical exercise.\nMeasurements in CX\nMeasurement system and principles\nVoice of customers\, employees\, and processes\nMost popular CX metrics: NPS\, CSI\, CES\nBest practices in CX measurement\n\nModule 4: 4 hours VIDEO content (you receive the video link) \n\nCX design and change management\nLean methodology\nDesign thinking\nCX in a digital world\nCustomer-centric corporate culture and leadership\nThe main role of a CX professional\n\nClosing and Q&A session – CAMPFIRE: 4 hour on-line LIVE interactive session on the 23rd of September 10:00 AM CET (you receive the ZOOM link) \n\nModule 1 summary\, questions\, and answers\nModule 2 summary\, questions\, and answers\nModule 3 summary\, questions\, and answers\nModule 4 summary\, questions\, and answers\nWrap up of the training sessions\nEvaluating the current level of CX knowledge\nCCXP certification of CX professionals intro\n\n  \nWho should attend the masterclass\nIt is a great start for those just starting to lean CX\, since it is an opportunity to get to know the best international practices\, see the entire customer experience management system and find the way to build customer experience management in your company from the scratch. In addition\, seasoned CX professionals can attend to expand and validate their knowledge at international level\, discover grey areas and calibrate your actions against best international practices. \nThe Customer Experience Masterclass has already been successfully completed by more than 12\,000 CX experts across the world in 40 countries. We especially recommend the CX masterclass programme to: \n\nCX specialists and customer support experts\nDirectors and marketing managers\nHR directors and managers\, corporate training specialists\nProfessionals in UX and digital experience management\n\nAbout the trainer\nThe course is delivered by Olga Guseva\, CCXP\, one of the 12 CXPA recognized trainers in the world\, co-author of Amazon bestseller Customer Experience book\, and CX consultant that works with world global brands. Olga was named Top 33 Inspiring Women in CX to follow for 2022  and one of the Top 222 influencers to follow in 2022. \nLanguage: English \nRegular price: 1.109 EUR \nEarly bird price untill 15th of August\, 2022: 699 EUR[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_btn title=”CLICK AND APPLY” style=”classic” color=”violet” size=”lg” align=”center” i_align=”right” i_icon_fontawesome=”far fa-hand-point-down” button_block=”true” add_icon=”true” link=”url:https%3A%2F%2Fforms.gle%2FqXtNH8w9DU5WsLfd7|target:_blank”][/vc_column][/vc_row]
URL:https://edutrain.me/wm/customer-experience-masterclass-hybrid/
LOCATION:online
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ORGANIZER;CN="Edutrain.Me":MAILTO:info@edutrain.me
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