Brezplačna usposabljanja Bain CX izkušnje kupca za študente in diplomante Academie

Višja strokovna šola Academia Maribor v sodelovanju z vodilnim mednarodnim svetovalnim podjetjem Bain & Company študentom in diplomantom Academie omogoča brezplačna usposabljanja s področja izkušnje kupca (CX – Customer Experience) za pridobitev certifikata Bain certificiran CX strokovnjak izkušnje kupca.
Customer experience (CX) – celostna izkušnja kupca predstavlja odnos med kupcem in podjetjem oziroma organizacijo tekom njune celotne interakcije.
Študentom in diplomantom Academie je omogočen brezplačen dostop do on-demand spletnih tečajev, kar jim omogoča personalizirano izobraževanje kadarkoli in kjerkoli.
- Obseg: 30 dni / 1-3 ure po poglavju
- Spletna mikroučna vsebina, ki omogoča
- Privlačni, praktični in poglobljni tečaji in uporabniška izkušnja
- Vsebuje preplet videoposnetkov, literature, preverjanja znanja, študij primerov in interaktivnih vaj
- Spletna srečanja v živo v okviru spletne skupnosti
- Z opravljenimi 7 poglavji in zaključnim preverjanjem postanete Bain certiciriran CX strokovnjak
BREZPLAČNA PRIJAVA
Poglavje 1: CX and NPS Fundamentals – Winning on Purpose
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Deliver on the company value of customer obsession
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Define elements of a customer-centric company and culture
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Explore team behaviours to support positive change
Poglavje 2: Customer Insights and Analytics
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Source, build, and analyze customer data sets to draw meaningful conclusions
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Identify key pain points and use analytical frameworks
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Enrich customer data with business data
Poglavje 3: Earned Growth and Customer Economics
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Communicate the true economic value of your customers and unlock the earned growth potential
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Translate customer data into bottom line financial impact
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Create a compelling and precise business case for improving the customer experience
Poglavje 4: Customer Strategy
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Source, build, and analyze customer data sets to draw meaningful conclusions
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Identify key pain points and use analytical frameworks
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Enrich customer data with business data
Poglavje 5: Customer Experience Design
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Identify customer needs and embed user and customer empathy into the design process
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Develop “North Star” future experiences linked to strategy
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Test and pilot customer experience designs
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Apply best practices and tried and tested approaches of design thinking to the product, journey, and experience redesign processes.
Poglavje 6: CX Build and Execution
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Identify build considerations for CX design
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Scale CX solutions effectively
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Organize cross-functional teams
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Transition from “change” to “business-as-usual” CX management
Poglavje 7: Customer Journey Management
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Build experience and journey management at scale
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Organize the operating model and rhythm effectively
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Work across organizational silos and run customer operations