- Introduction to Customer Experience Management
- Theory Overview
- High-Level Frameworks
- CX Principles
- Customer Segmentation and Persona Development
- Service Recovery and Complaint Handling
- Customer Journey Optimisation
- Service Blueprinting and Process Design
- Voice of the Customer (VoC) Analysis
- Emotional Experience Design (EED)
- Lifetime Value (LTV) and Customer Lifetime Value (CLV)
- Employee Experience (EX)
Welcome to course Professional Certificate in CX / Customer Experience Management by MTF Institute