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
-
Deliver on the company value of customer obsession
-
Define elements of a customer-centric company and culture
-
Explore team behaviours to support positive change
Poglavje 2: Customer Insights and Analytics
-
Source, build, and analyze customer data sets to draw meaningful conclusions
-
Identify key pain points and use analytical frameworks
-
Enrich customer data with business data
Poglavje 3: Earned Growth and Customer Economics
-
Communicate the true economic value of your customers and unlock the earned growth potential
-
Translate customer data into bottom line financial impact
-
Create a compelling and precise business case for improving the customer experience
Poglavje 4: Customer Strategy
-
Source, build, and analyze customer data sets to draw meaningful conclusions
-
Identify key pain points and use analytical frameworks
-
Enrich customer data with business data
Poglavje 5: Customer Experience Design
-
Identify customer needs and embed user and customer empathy into the design process
-
Develop “North Star” future experiences linked to strategy
-
Test and pilot customer experience designs
-
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
-
Identify build considerations for CX design
-
Scale CX solutions effectively
-
Organize cross-functional teams
-
Transition from “change” to “business-as-usual” CX management
Poglavje 7: Customer Journey Management
-
Build experience and journey management at scale
-
Organize the operating model and rhythm effectively
-
Work across organizational silos and run customer operations
