Customer Experience (CX) Design for Customer Success

Syllabus

• Week 1

  CX Design

  • Welcome to the course

    Welcome to this course in CX design! Get started by completing an overview of customer experience (CX) and CX design. Then review the case study of how CX design is implemented to improve customer experience.

  • Introduction to Customer Experience (CX) and CX design

    You’ll learn what CX is, the importance of CX and its prevalence, key elements, and the business benefits of using effective CX.

  • The design-discipline behind great CX

    You'll be introduced to CX design as a design discipline and how to apply a design mindset.

  • The CX design process

    You’ll learn about the key stages of the CX design process, exploring each in detail to see how they can be applied to create value for business organisations.

  • Week wrap-up

    To complete the week, let’s recap the key takeaways and wrap up the case study.

• Week 2

  Customer journey and experience analysis

  • Welcome to Week 2

    Welcome to Week 2. Familiarise yourself with the topics that we’ll cover during this week and listen to the introduction to this week’s case study.

  • Getting to know your customer

    You’ll learn why it’s important to understand your customers. You’ll use company data to gain initial insights, conduct interviews, develop personas, and use empathy mapping.

  • Customer journey mapping

    You’ll learn about the critical success factors and processes of journey mapping across the CX spectrum. We’ll also look at some practical examples.

  • CX Blueprints

    You’ll learn how to use blueprints to map customer experience by looking at practical examples.

  • Week wrap-up

    To complete the week, let’s recap the key takeaways and wrap up the case study.

• Week 3

  Developing a CX strategy

  • Welcome to Week 3

    Welcome to Week 3! Familiarise yourself with the topics for this week, and listen to the introduction to this week’s case study.

  • Developing a CX strategy for your customers

    You’ll develop a deep understanding of what constitutes a CX strategy and why a business should invest in developing one.

  • Technology driven success

    You’ll learn how technology can be used in innovative ways as an enabler, and input into a CX strategy.

  • Stakeholders for CX projects

    You’ll learn who the key stakeholders are when developing, selling, marketing, or using your product or service, and how to manage these stakeholders.

  • Articulating an aspirational future state

    You’ll learn about the metrics used in CX to measure the progress of a CX vision, and how they can help to define and develop your CX strategy.

  • Creating the plan

    You’ll learn how to develop a plan of action to meet expectations described by the CX strategy, including all of the deliverables, milestones, and responsibilities that are essential for success.

  • Enabling operational success

    You’ll learn how to build structures and processes that lead to more customer-centricity and agility.

  • Week 3 wrap-up

    To complete the week, let’s recap the key points and wrap up the case study.

• Week 4

  Customer success

  • Welcome to Week 4

    Welcome to week 4. Familiarise yourself with the topics that we will cover during this week and listen to this week’s case study introduction.

  • Customer success fundamentals

    You'll learn what customer success is; you'll learn about the role of a customer success manager, and about the value of customer success management in relation to CX design

  • Developing customer success strategies

    You will identify business goals and objectives which can be effectively supported by customer success management strategies, the purpose of customer segmentation and how to create a customer value proposition.

  • Implementation of customer success frameworks

    You will learn what the key elements of successful CS operations are, common tactics and how to determine customer success targets.

  • Week 4 wrap-up

    To complete the week, let’s recap the key takeaways and wrap up the case study.

• Week 5

  Customer relationship management for customer success

  • Introduction

    Welcome to week 5. Familiarise yourself with the topics that we will cover during this week and listen to this week’s case study introduction.

  • Building customer relationships

    You’ll learn the fundamentals of effective customer relationships, including verbal and non-verbal communication in order to create an impactful communication plan.

  • Managing customers

    You’ll learn the fundamentals of managing account relationships including managing customer expectations, how to manage challenging customers and how to re-engage disengaged customers.

  • CRM

    You’ll learn about CRM and it’s value proposition, an introduction to CRM technologies and key components of CRM platforms.

  • Week 5 wrap up

    To complete the week, let’s recap the key takeaways and wrap up the case study.

• Week 6

  Evaluating and optimising success

  • Welcome to Week 6

    Welcome to week 6. Familiarise yourself with the topics that we will cover during this week and listen to this week’s case study introduction.

  • Evaluating strategic performance

    You'll learn how to critically examine and evaluate the strategic performance of a company's CX strategy.

  • Continuous improvement

    You'll learn about continuous improvement in depth and create an understanding of its imp'ortance in ongoing business success.

  • Creating and implementing improvements

    You will look at running and developing ideation sessions to help improve systems and processes, examining and building prototypes and implementation of CX strategies.

  • Week 6 wrap-up

    To complete the week, let’s recap the key takeaways and wrap up the case study.

Who will you learn with?