Outcomes
By the end of the program, participants will be able to:
Understand what Customer Experience is, what it is not, the key principles and the crucial elements that will transform your organisation.
Learn a completely revolutionary way of acquiring new customers and understand how CX can help your organisation stand out from the crowd.
Understand our unique customer framework that underpins CX Excellence.
Understand the importance of every interaction across every touchpoint that a customer has with an organisation. Learn how each interaction in the journey contributes to the overall customer experience.
Understand how staff, outsourced partners, digital innovation and data will transform your customer experience. Including metrics such as NPS, CSAT & Net Easy.
Creating a CX success strategy to implement in your organisation tomorrow.
Target Group
This qualification is designed for professionals across all industries, including:
CX Professionals & Managers
Call Centre Staff and all Customer-Facing Staff
HR Executives
Marketing Executives
Business Owners
Anyone responsible for developing a CX programme for their organisation
Anyone looking to pursue a career in Customer Experience
CEOs and Senior Management
UX Developers
Summary
Importance for Banking & Finance Roles
Banking and financial services are sectors where Customer Experience is extremely important.
The main benefit for this sector is the ability to differentiate your organisation through CX Excellence. For the most part banking, insurance and other financial products are very similar. They may have slight differences in pricing but they are mainly indistinguishable through product and price.
So, the one opportunity all banks have is to deliver a really excellent customer experience and thereby using CX as their main differentiator.
Contents
Customer Experience (CX) is the newest and fastest growing discipline in the corporate world today (Gartner). CX is proven to help companies grow their business by retaining customers, increasing new business sales and reducing the cost of serving customers. There is a recognized skills-gap in the CX sector and demand for qualified CX professionals is significant and growing.This Professional Certificate allows you to obtain an accredited qualification in Customer Experience, certified by The CX Academy and validated by our Industry Advisory Council. It will help you to progress you career in an exciting, dynamic and fast developing sector.With graduates in over 100 Countries, The CX Academy sets the global standard for CX Excellence. The course is delivered by professionals who understand the challenges facing business today and are experienced in delivering problem solving solutions. This Certificate is rooted in ‘real-world’ and practical experience.