Attending this course and passing the exam earns1 UX Certification credit, which also counts towards the optionalUX Management Specialty.
Learn more about NN/g'sUX CertificationProgram.
CX Transformation and Journey Management
Delivering Superior Customer Experience At Scale
Topics Covered
Topics Covered
- CX maturity and transformation
- Overcoming roadblocks to maturity
- 建立指导价值观和原则
- Building stakeholder buy-in
- Nurturing a supporting culture
- Organizational CX focus areas
- Defining an achievable strategy and vision
- Working structures
- Teams and roles
- CX federation models
- Working across silos
- Establishing crossfunctional networks
- Processes and approaches for operationalizing CX
- Journey management
- Customer listening and insight-management programs
- Ongoing crossfunctional journey analysis
- Establishing a CX-management program
- Supporting tools and technology
- Customer data structures
- Journey-analytics tools
- Customer-data management tools
- Metrics to track and distribute
- Creating a culture of shared responsibility
- Developing programs and practices for creating a company culture that delivers upon strategy
- Embedding omnichannel-CX elements into employee-management practices
- Governance and decision frameworks
- Forecasting the ROI of CX transformation and CX initiatives
- Change management
Format
Format
This course combines lecture and group exercises to solidify and practice what you learn. CX program examples and case studies shared by leading organizations color this course’s content.
Related Courses
Related Courses
CX Transformation and Journey Management: Delivering Superior Customer Experience At Scale |
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| Omnichannel Journeys and Customer Experience |
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UX Certification Credit
UX Certification Credit
现代客户旅程涉及对众多渠道的互动 - 亲自，移动，桌面，社交媒体，但许多组织因淤泥工作流程和过时的基础设施而努力协调所有这些渠道的经验。然而，由于新的，破坏性公司和一些传统公司的增强经验，客户从所有公司都有高度积极的，无缝的Omnichannel客户经验。
In this course, you will learn how to address organizational barriers and lead your companies toward the adoption of a journey-driven mindset. We will discuss the steps necessary to operationalize customer experience and journey-management practices throughout an organization in order to create an environment that can deliver high-quality customer experiences at scale.