Customer Experience (CX) Foundations

Introduction

• Getting started in your CX journey

1. Define Customer Experience (CX) Success

• Clarifying customer experience (CX)
• Leading customer experience management to make magic
• Defining customer experience success for your business
• Connecting CX to your business goals

2. Identifying Customer Needs

• Embracing the voice of the customer
• Leveraging operational data to inform your CX strategy
• Leveraging customer experience management to make magic
• Providing inclusive customer experiences

3. Collaborate for Better CX

• CX is not a department
• Communicating results
• Building a CX team
• Deciding who should own CX

4. Differentiate with CX

• Customer experience as a way to do business
• The ROI of CX: Building a case
• Connecting employee experience to customer experience
• Staying ahead with CX

Conclusion

• Continuing to build and hone your CX skills