Understanding Customer Experience

This unit introduces the discipline of customer experience management, explains how humans process their experiences, and explores CX in action as it helps an organization measure and improve.

Curriculum35 min

Welcome to this Course
Course Welcome 4 min
What is Customer Experience?
Defining Customer Experience 4 min
CX in the Context of the Human Experience Cycle 4 min
Managing CX isn't simply creating a Voice of Customer Program 2 min
Examples of CX in Action 10 min
Key Takeaways: Understanding Customer Experience 4 min
Test Your Knowledge 5 min

Curriculum35 min

Welcome to this Course
Course Welcome 4 min
What is Customer Experience?
Defining Customer Experience 4 min
CX in the Context of the Human Experience Cycle 4 min
Managing CX isn't simply creating a Voice of Customer Program 2 min
Examples of CX in Action 10 min
Key Takeaways: Understanding Customer Experience 4 min
Test Your Knowledge 5 min