Academia Institute of Technology Maribor, in collaboration with the leading international consulting firm Bain & Company, offers students and graduates of Academia free training in the field of customer experience (CX – Customer Experience) to obtain the Bain Certified CX Customer Experience Professional certificate.
Customer experience (CX) represents the relationship between the customer and the company or organisation throughout their entire interaction.
Students and graduates of Academia are granted free access to on-demand online courses, enabling them to pursue personalised learning anytime and anywhere.
- Duration: 30 days / 1-3 hours per chapter
- Online micro-learning content that enables
- Engaging, practical and in-depth courses and user experience
- Contains a blend of video recordings, literature, knowledge checks, case studies and interactive exercises
- Live online meetings within the online community
- By completing 7 chapters and the final assessment, you become a Bain Certified CX Professional
Chapter 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
Chapter 2: Customer Insights and Analytics
- Source, build, and analyse customer data sets to draw meaningful conclusions
- Identify key pain points and use analytical frameworks
- Enrich customer data with business data
Chapter 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
Chapter 4: Customer Strategy
- Source, build, and analyse customer data sets to draw meaningful conclusions
- Identify key pain points and use analytical frameworks
- Enrich customer data with business data
Chapter 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.
Chapter 6: CX Build and Execution
- Identify build considerations for CX design
- Scale CX solutions effectively
- Organise cross-functional teams
- Transition from "change" to "business-as-usual" CX management
Chapter 7: Customer Journey Management
- Build experience and journey management at scale
- Organise the operating model and rhythm effectively
- Work across organisational silos and run customer operations
Studies are delivered in Slovenian – ask us how to apply.
B1 Slovenian is required; we offer a free preparatory course. The admissions team replies within one working day.
Source: Academia (10. 1. 2023). Fotografije: arhiv Academie.
This English summary was produced automatically from the Slovenian article and is pending editorial review. Slovenska različica
