معهد الدراسات المصرفية

المملكة الأردنية الهاشمية

Customer Experience Management (CXM)


المحاضر تاريخ البداية تاريخ النهاية توقيت البداية توقيت النهاية مكان الانعقاد عدد الساعات سجّل الآن
صالح عبد الوهاب الكردي
2022-05-29 2022-06-02 17:00 20:45 عمان 15

(Objectives / الأهداف)

:

By the end of this training course, trainees will able to :

-    Understand the difference between Customer Experience Management (CXM, Customer Experience (CX) and Customer Service.

-    Recognize the benefits of CXM and CX for an organization.

-    Learn how to map the customer journey (Customer Journey Mapping).

-    Identify customer touchpoints.

-    Link between Customer Experience (CX) and Customer Loyalty.

-    Recognize customer journey KPIs.

-    Understand the Steps to developing a great CXM program.

-    Drive improvement using Design Thinking.


(Contents / المحتويات)

:

-    SERVQUAL:

-    Quality of Service.

-    RATER Module.

-    Kano Module.

-    Introduction to CX:

-    Origins of CX: Production Era, Product Focus, Selling Focus, Marketing Focus, Focusing on Services.

-    CX vs. CXM.

-    CX vs. Customer Service.

-    The benefits and impact of CXM for an organization.

-    The 7 Factors that Influence Customer Experience.

-    Customer Journey Mapping:

-    Key touch-points: Presales, sales and post sales process.

-    Expected level of experience.

-    Owners of touch-points.

-    Using Spreadsheet: Adding the pre-sale, sale process and after sale process touchpoints.

-    The map.

-    Loyalty and Customer Experience:

-    Benefits of having loyal customers.

-    Three key levels of loyal customers.

-    Differences between attitudinal and emotional loyalty.

-    Loyalty Lifecycle.

-    Loyalty Management Model.

-    Customer journey KPIs:

-    Net Promoter Score (NPS).

-    Customer Satisfaction Score (CSAT).

  -    Customer Effort Score (CES).

-    Customer Lifetime Value (CLV).

-    Churn Rate.

-    Retention Rate.

-    Repeat Purchase Rate (RPR).

-    Voice of Customer (VoC).

-    Steps to developing a great CXM program.

-    Introduction to Design Thinking.



(Participants / المشاركون)

:

-    The course is designed for people who seek to know more about developing and implementing a customer experience improvement programs in their organization.