ISM Endorsed Customer Experience (CX) and Brand Activation Professional
5 DaysISM Endorsed Customer Experience (CX) and Brand Activation Professional - Virtual Learning
Course Methodology
The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program.
Course Objectives
By the end of the course, participants will be able to:
- Explain the fundamentals of customer experience, its importance, key pillars, and essential terminology to build a solid CX foundation
- Conduct effective customer research, develop customer and employee personas, and align customer strategies with product and brand propositions
- Map and analyze customer journeys, identify key touchpoints, and apply emotion mapping to enhance customer interactions
- Measure CX performance, create actionable insights, and develop sustainable improvement strategies using CX dashboards and tools
- Design engaging brand activation programs that align with CX strategies and measure their impact on customer engagement and brand perception
Target Audience
The course will benefit a wide range of professionals in customer service, marketing, PR, communications, sales, and operations. It addresses professionals wishing to understand the importance and role of customer experience, design and implement CX programs, build their competencies in marketing and sales, and develop their skills in such disciplines.
Target Competencies
- Customer service
- Service effectiveness measurement
- CX strategies
- Journey mapping
- Creating customer and employee personas
- CX metrics and tracking
- Customer-centric sustainability
Course Outline
- Customer Experience: An Introduction
- Definition of Customer Experience
- Facts about Customer Experience
- Reasons why Customer Experience is vital
- Customer Experience vs Customer Service
- The six pillars of Customer Experience
- A suggested CX framework
- Some CX terminologies
- Customer Research, Analysis, and Strategy
- Customer research
- The customer research process
- Questionnaire design
- Customer analysis
- Customer segmentation
- RFM surveys
- Customer strategy
- Examples of a customer strategy
- Crafting a Customer Persona
- The role of empathy in customer strategy
- Customer research
- Creating a Customer Journey Map
- Definition of a customer journey map
- The benefits of doing customer journey mapping
- The process of customer journey mapping
- Stages of the customer journey
- Questions asked when mapping a customer journey
- Examples of customer journeys
- Creating a journey map
- Measuring and Sustaining CX
- Measuring your CX program’s performance
- Different types of measurements
- Turning your measurement into action
- Developing a CX dashboard tool
- Sustaining customer experience
- Customer experience improvement methods
- Measuring your CX program’s performance
- Brand Activation and CX
- Definition of brand activation
- Importance of brand activation
- Creating an engaging brand activation program
- Metrics for brand activation campaigns
- Types of brand activation
- Actual examples of brand activation
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Virtual Schedule
Classroom Schedule
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