Master Digital Transformation & Customer Experience Management

What you will 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 Optimization
Emotional Experience Design (EED)

Description

Unlock the Power of Digital Transformation and Customer Experience Management with MTF Institute!

This comprehensive program, developed by the renowned MTF Institute of Management, Technology and Finance, will equip you with the essential knowledge and skills to navigate the dynamic world of digital business.

Led by Dr. Alex Amoroso, a seasoned professional with expertise in research, strategy, and product development, this course provides a deep dive into the fundamentals of digital transformation, customer experience (CX), and customer experience management (CXM).

You'll explore essential concepts like digital transformation strategies, customer-centric approaches, the impact of digital transformation on businesses, and measuring its success. Moreover, you'll gain a thorough understanding of CX principles, customer segmentation, journey optimization, and emotional experience design (EED).

This program is designed to benefit individuals and organizations alike, enabling you to:

Develop a strategic understanding of digital transformation and CXM
Create a customer-centric approach that enhances satisfaction and loyalty
Improve your decision-making process with data-driven insights
Stay ahead of industry trends and foster innovation
Build a resilient and adaptable organization

Join our global community of over 620,000 students and embark on a transformative journey that will empower you to lead in the digital age.

Curriculum

Introduction

This introductory section welcomes you to the course and guides you through the learning process. You'll meet the MTF Institute and gain an overview of the program's structure.

Digital Transformation

Delve into the world of digital transformation with this comprehensive section. You'll explore its strategies, impact on organizations, and the importance of a customer-centric approach. Discover how to measure and communicate digital transformation success, along with industry-specific examples. This section also includes supplementary reading materials that provide further insights into different aspects of digital transformation.

Customer Experience

Gain a deep understanding of customer experience (CX) and its management. This section covers key principles, frameworks, and best practices for creating positive customer experiences. You'll learn about customer segmentation, journey optimization, and the crucial role of emotional experience design (EED) in fostering customer satisfaction. The section also delves into service recovery, complaint handling, and the importance of employee experience (EX) in delivering exceptional CX.

Customer Experience Management Guide

This practical guide focuses on implementing a successful customer experience management (CEM) strategy. You'll learn how to assess the current state of your organization's CX, identify key stakeholders, and build a dedicated CEM team. The guide covers developing a customer-centric vision, prioritizing UX improvements, and establishing metrics for success. It also emphasizes the importance of communication, feedback loops, and continuous improvement in the realm of CX.

Interactive part

This interactive section allows for real-time engagement with the course materials. It includes a congratulations message for completing the program and provides guidance on next steps for continued learning and development.

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