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
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
Povezano s študijem
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Vir: Academia (10. 1. 2023). Fotografije: arhiv Academie.
