Digital Transformation & Customer Experience Management CXM

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Digital Transformation & Customer Experience Management CXM
Published 11/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 857.83 MB | Duration: 2h 12m​

Executive Certificate: CX / Customer Experience, Principles and Foundations of Digital Business and Transformation

What you'll learn
Digital Transformation Strategies
Customer-Centric Digital Transformation
Digital Transformation Outcomes and Impact
Measuring and Communicating Digital Transformation Success
Industry-Specific Digital Transformation
Introduction to Customer Experience Management
CX Principles
Customer Segmentation and Persona Development
Customer Journey Optimisation
Emotional Experience Design (EED)

Requirements
For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.

Description
Welcome to Program: Digital Transformation & Customer Experience Management by MTF InstituteCourse provided by MTF Institute of Management, Technology and FinanceMTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance. MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things. MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.MTF is present in 215 countries and has been chosen by more than 604 000 students.Course Authorr. Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses on to wide range of students from undergraduate level to business students of professional and executives courses. Currently, at EIMT in Zurich, Switzerland, she lectures for doctoral students, offering advanced instruction in research design and methodologies, and in MTF Institute Ms. Amoroso is leading Product Development academical domain.In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R&D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.Alex Amoroso's extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.Customer experience (CX) is the overall impression customers have of your brand throughout their interactions with your business. It encompasses everything from the initial marketing message to the post-purchase support they receive. Think of it as the customer journey, and CX is all the touchpoints along the way that shape their perception.Key Areas of CXCustomer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service.Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond.Customer satisfaction: How happy customers are with your product or service.Customer loyalty: How likely customers are to return and recommend your brand to others.CX FrameworksFrameworks provide a structured approach to improving CX. Here are two common ones:Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement.Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.Why Learning CXM is Important for Companies:Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business.Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones.Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth.Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors.Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support.Why Learning CXM is Important for Building a Career as a Manager:In-demand Skill: CXM is a highly sought-after skill in today's business world, as companies increasingly recognize its importance.Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager.Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills.Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills.Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business.Overall, learning CXM is crucial for companies looking to thrive in the modern business landscape. It's also a valuable investment for managers aiming to build a successful career in various industries.Importance of Education in Digital Transformation for Companies and Managers:In the business environment, digital transformation has emerged as a key driver of competitive advantage and long-term success. Embracing digital technologies is no longer an option but a necessity for companies to remain relevant and thrive. However, implementing digital transformation initiatives requires more than just adopting new tools; it demands a comprehensive understanding of digital trends, customer behavior, data analytics, and organizational change management. This education helps companies and managers:Strategic Adaptation: Digital transformation education empowers organizations to align their strategies with the opportunities and challenges presented by the digital age. It helps leaders identify potential areas for disruption and develop agile responses to stay ahead of the competition.Enhanced Customer Experience: Understanding digital transformation enables businesses to design and deliver exceptional customer experiences, which are crucial for customer retention and loyalty in today's customer-centric market.Data-Driven Decision Making: The course equips managers with skills in data analysis and interpretation, enabling them to make data-driven decisions that lead to improved business outcomes.Innovation and Creativity: Participants will learn about emerging technologies and innovation processes, fostering a culture of creativity within their organizations and driving continuous improvement.Organizational Resilience: With digital transformation education, managers can build resilient organizations capable of adapting to disruptions and thriving in times of uncertainty.

Overview
Section 1: Introduction

Lecture 1 Onboarding to learning process

Section 2: Digital Transformation

Lecture 2 Digital Transformation overview

Lecture 3 Introduction

Lecture 4 Digital Transformation Strategies

Lecture 5 Organisational Transformation

Lecture 6 Customer-Centric Digital Transformation

Lecture 7 Digital Transformation Outcomes and Impact

Lecture 8 Measuring and Communicating Digital Transformation Success

Lecture 9 Industry-Specific Digital Transformation

Section 3: Customer Experience

Lecture 10 Introduction to Customer Experience Management

Lecture 11 Theory Overview

Lecture 12 High-Level Frameworks

Lecture 13 CX Principles

Lecture 14 Customer Segmentation and Persona Development

Lecture 15 Service Recovery and Complaint Handling

Lecture 16 Customer Journey Optimisation

Lecture 17 Service Blueprinting and Process Design

Lecture 18 Voice of the Customer (VoC) Analysis

Lecture 19 Emotional Experience Design (EED)

Lecture 20 Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Lecture 21 Employee Experience (EX)

Section 4: Interactive part

Lecture 22 Interactive Part

Lecture 23 Congratulations with finishing from MTF

No special requirements. A course for anyone who wants to build career in business

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