COURSE OBJECTIVE:
CX analysis is critical to business success. It looks in depth at the customer experience, and how an organisation can transform its existing processes to offer engaged, responsive and connected customer experiences.
CX Analysis course examines every touchpoint of the customer journey. Key areas include analysing the organisation's view of CX; the difference between CX and UX and why it matters; customer gains and pains and organisational maturity.
Learn how to tune in to your customers, action your insights and add value across multiple touchpoints to take your customer experience from good to great.
TARGET AUDIENCE:
The CX Analysis course is for anyone who wants to develop a deeper understanding of their customers and transform the customer journey, in particular: Business Service Designers (including Business Designers and Service Designers); Product Managers; Business Analysts; Digital Experience and CX researchers; Business Architects; Solution Architects; User Researchers; Operations and Customer Service Managers; Project Managers; Business Change Specialists, Business Engineers and Business Designers.
COURSE PREREQUISITES:
Not available. Please contact.
COURSE CONTENT:
During this course, you will cover:
• The rationale for analysing Customer Experience
• Core principles and components of Customer Experience analysis
• The stages of the CX Analysis and Design Framework
• The elements of the Business Scorecard
• Business values, strategy and core CX competencies
• Using the Balanced Scorecard and Strategy Maps
• Value co-creation, alignment and misalignment
• Analysing and defining the elements of a Value Proposition
• The Customer Experience research context
• CX research techniques including storytelling and focus groups
• 'Voice of the Customer' research and analysis including personas, customer journey maps and empathy maps
• Models to represent the voice of the customer, including customer journey maps and empathy maps
• Organisational Barriers to Customer Centricity
• The Five Dimensions of Service and Accessibility
• Frameworks for UX requirements definition; usability and accessibility
• Techniques to enhance CX/UX including affinity diagrams, Kano, wireframes, service blueprints
• CX quality measurement techniques
FOLLOW ON COURSES:
Not available. Please contact.