The Customer Experience (CX) Strategy and Management Training Course combines strategic knowledge with hands-on practice. Participants will gain actionable insights through lectures, workshops, group discussions, and real-world case studies.

1. Introduction to Customer Experience (CX)

Definition and importance of CX in modern business.
Key differences between customer service, customer care, and customer experience.
Understanding the business impact of CX on revenue, loyalty, and brand equity.
Case studies of organizations leading in CX excellence.

2. Developing a Customer-Centric Strategy

Building a customer-first organizational culture.
Aligning CX initiatives with corporate strategy and KPIs.
Designing value propositions centered on customer needs and expectations.
Incorporating voice of the customer (VoC) insights into decision-making.

3. Customer Journey Mapping and Touchpoint Management

Identifying and analyzing key customer journeys.
Mapping physical and digital touchpoints across the customer lifecycle.
Using journey analytics to identify friction points and enhance satisfaction.
Integrating omnichannel engagement strategies for seamless experiences.

4. Measuring and Monitoring Customer Experience

Selecting and implementing CX metrics: NPS, CSAT, CES.
Leveraging real-time feedback systems and analytics tools.
Building CX dashboards for performance tracking and reporting.
Interpreting insights to drive continuous improvement initiatives.

5. Leveraging Technology and Digital Transformation in CX

Role of CRM platforms, AI chatbots, and automation tools in enhancing CX.
Personalization through data analytics and customer segmentation.
Managing social media and online reputation as part of CX strategy.
Integrating digital transformation with human touchpoints for balanced experiences.

6. Leading CX Transformation and Change Management

Developing a roadmap for organization-wide CX transformation.
Breaking silos and ensuring cross-functional collaboration.
Leading cultural change to adopt a customer-first mindset.
Establishing governance and accountability frameworks for CX initiatives.

7. Case Studies, Group Exercises, and Action Planning

Analyzing real-world examples of CX success and failure.
Conducting team-based CX improvement exercises.
Designing an action plan to implement CX strategies in participants’ organizations.
This course ensures that participants leave with a practical toolkit, enabling them to design, implement, and sustain a winning CX strategy that enhances brand reputation and drives long-term profitability.

Customer Experience (CX) Strategy and Management Training Course in Paris

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