Building and Maturing Your CX Program
Course Description: Customer Experience (CX) management is part of the larger discipline of Experience Management (XM). This course explores what CX is, why it matters, and how to apply the 6 XM Competencies to CX in order to establish and mature your CX program.
Prerequisites: None. | Estimated Time: 3.25 hours
- Understand the basics of customer experience and common business goals it supports
- Understand the Human Experience Cycle and its implications on managing CX
- Apply the 6 XM Competencies and 20 XM Skills to your CX program management
- Navigate the 5 stages of XM maturity to progressively embed CX more broadly across your organization