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The workshop that will help you get the CCXP certification

Last updated 2022-01-10 | 4.2

- The difference between customer experience (CX) and Customer Experience Management (CEM)
- The benefits of CEM for an organisation
- Customer Journey Mapping

What you'll learn

The difference between customer experience (CX) and Customer Experience Management (CEM)
The benefits of CEM for an organisation
Customer Journey Mapping
Examples of Best practice firms and how they got to be the best
The link between Customer Experience and Customer Loyalty
The 12-Steps to developing a great CEM programme
How to get Certified (CCXP)

* Requirements

* None. This course will start a beginner level
* but will take you to advanced level.

Description

Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience).  Many companies have set up departments within their organisations to focus on Customer Experience.  Companies have even set up Director and VP level positions for Customer Experience.  Unfortunately there aren't too many people who have much knowledge on Customer Experience.  Consequently the demand for people with customer experience knowledge (and certification) is very high.

I have been delivering this workshop to clients all over the world for over a decade now.  This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience.  Normally charged at $2000 for a workshop, this course is being offered on Udemy at a discounted price!  The videos in the workshop are actually edited recordings from actual workshops that I've delivered.  That means you will get the same value, as someone who attended the live version of the workshop. 

What will you learn from this workshop:

  • What is customer experience (CX) and how to apply it to your organisation

  • What is customer experience management (CEM) and how to adopt it to your organisation

  • Learn about customer journey mapping,

  • Develop a customer journey map (using our template)

  • What it takes to get customers to love your brand (customer loyalty) and how CX fits into it

  • What you need to pass the CCXP (Certified Customer Experience Practitioner) certification

Who is this for:

  • Anyone looking to improve their career within marketing and HR

  • People working in the customer services domain, looking to get advanced knowledge

  • Anyone interested in getting CCXP certification for career change / progression

  • Those who are interested in improving the business performance of their organisations

  • Managers, business owners, startups, looking to create USPs for their business

What's on offer

  • Same value as a $2000 workshop delivered in person

  • Customer Experience tools which you can use

  • Customer Journey Mapping toolkit (just download and use)

  • Taught by one of the pioneering experts within customer experience

  • Knowledge to get CCXP certification

  • Taught based on personal experience and the latest market research

  • Become an Alumni of the Institute of Customer Management (UK)

  • Certificate of completion from Udemy

Who teaches this

  • PhD in Marketing from one of the leading universities in the UK

  • MBA, with over 20 years of experience in customer services

  • London based consultant and trainer, who has worked all across the globe with all types and sizes of companies

  • Author of 3 books on customer experience

  • One of the leading customer experience and customer loyalty experts in the world

  • Former Director of an MBA programme at a leading London University

  • Former professor at leading universities in the world (including Harvard and Bradford)

  • Former VP of a leading consultancy company in London


Who this course is for:

  • Customer Engagement Managers / Directors
  • Business Owners & Entrepreneurs
  • Customer Service Managers / Directors
  • Customer Experience Managers / Directors
  • Head / Director of Customer Insights
  • Social Media Managers
  • Senior Marketing Managers / Directors
  • Chief Customer Officers
  • Vice President of Marketing
  • General Manager
  • Director of Business Development
  • Director of Operations
  • Directors / MDs / CEOs
  • Brand Managers
  • Senior Executives

Course content

10 sections • 69 lectures

Introduction 9 lectures

Participant Introductions Preview 04:20

We would like to introduce ourselves to each other.  Here's a brief introduction about me.

Which CX Certification are we catering to? Preview 05:49

Please note, EPCA is now part of the European Marketing and Management Association (EUMMAS).  EUMMAS is a group of leading universities from around Europe.  The EUMMAS accredited certificate will have a high level of credibility, since its backed by dozens of Europe's top universities.

Invitation to attend CX summit Preview 00:41

I will be speaking at this even.  All those who have signup for this course are welcome to attend this online workshop. 


Register here - https://lnkd.in/eamgmh6


DATES

(1) Thursday 9th July: Virtual Exhibition (12 pm to 2 pm GMT)

(2) Friday 10th July: Virtual Summit (12 pm to 4:30 pm GMT)

Origins of CX - Production Era Preview 03:14

Origins of CX - Product Focus Preview 01:56

Origins of CX - Selling Focus Preview 01:38

Origins of CX - Marketing Focus Preview 01:28

Focusing on services Preview 02:27

What does BMW sell?

What do you think BMW sells? Or more precisely, what business would you say BMW is in? Hint, its not about selling cars. Once you've written down your answer, watch the following video: https://youtu.be/uyr3b_lFhlI After watching the video lets discuss the commercial...

CX vs CEM 6 lectures

Best practice example: the BMW experience Preview 05:26

CX vs. CEM Preview 03:40

Best practice example of CEM Preview 02:48

Best practice example from Disney Preview 02:07

Certification Question

This is a sample CCXP certification question.

Example of Performing Arts Company (CX vs CEM) Preview 08:16

This video has been created in response to a question by a participant.  I will reuse the example of the performing arts company and compare it with a traditional performing arts company.  I hope it will help explain this concept better.

Journey Mapping 9 lectures

Key touch-points: Presales, sales and post sales process Preview 02:52

Examples from pre-sales: Mo the Sales assistant Preview 02:26

Examples from pre-sales: Apple Preview 02:08

Examples from during-sales: Apple - again Preview 01:21

Examples from after-sales: Toshiba Preview 03:14

So Toshiba has finally shut down its laptop business. 

Expected level of experience Preview 02:04

Moments of Truth Preview 02:37

Owners of touch-points Preview 07:03

Examples of journey maps: Lego, Lancôme, Ikea, etc Preview 03:12

Journey Mapping: Using the spreadsheet 8 lectures

Using Spreadsheet Preview 02:03

Sheet 1: Adding the Pre-Sale touch-points Preview 05:30

Additional items Preview 04:17

Sheet 2: Adding the sale process touch-points Preview 04:43

Sheet 3: Inserting the after-sale touch-points Preview 02:10

The Map Preview 05:21

Bonus: Loyalty interactions Preview 05:25

Certification Question

Solving this question will help you in getting the CCXP certification.

Loyalty and Customer Experience 4 lectures

Introduction to loyalty Preview 01:42

Examples of best practice firms Preview 00:52

Benefits of having loyal customers Preview 04:00

Three key levels of loyal customers Preview 00:42

Loyalty Types 7 lectures

Basic type of loyalty: behavioural loyalty Preview 02:47

Loyalty Programmes and customer loyalty link Preview 02:54

Loyalty Programmes examined Preview 01:50

Mid-level loyalty: Attitudinal Loyalty Preview 03:20

True loyalty Preview 01:42

Differences between attitudinal and emotional loyalty Preview 01:42

Certification Question

Solving this question will help you in getting the CCXP certification.

Case studies from best practice firms 4 lectures

Best practice examples from other industries Preview 02:21

Brand Love Preview 04:10

Best practice firms (popular brands) Preview 02:47

How Ikea and Zara are using CX to create loyalty Preview 06:24

Loyalty Strategies 5 lectures

From Nominal to Preferred State of loyalty Preview 02:37

Loyalty Lifecycle Preview 00:59

Loyalty Management Model Preview 01:35

Measuring types of loyal customers Preview 03:53

Loyalty Management Model Preview 04:07

12-Steps to develop Great Customer Experiences 15 lectures

Step 1: Senior Management's Focus on Customer Experience Preview 02:58

Step 2: Focus on Employees Preview 03:00

Step 2: Best Practice examples from Singapore Airlines and Microsoft Preview 01:54

Step 3: Develop journey maps Preview 02:53

Step 4: Find out customer expectations Preview 03:37

Step 5: Benchmark competition Preview 02:45

Best practice example from Zara Preview 06:52

Step 6: Long-term customer experience planning Preview 03:02

Step 7: Brand Experience Preview 03:54

Step 8: Quality Leadership Preview 03:33

Step 9: Customer Interface Preview 04:13

Step 10: Integrate all functions to focus on customer experiences Preview 04:36

Step 11: Post Usage Experience Preview 03:28

Step 12: Continuously Innovating Experiences Preview 02:38

Certification Question

Answering this practice question will help you in getting the CCXP certification.

Conclusion & Certification 2 lectures

Membership to Global CX Community Preview 01:45

Join a global community of Customer Experience experts.  Now that you've finished this course you are eligible to become an alumni of Institute of Customer Management.  Please fill out this form to join us:  https://forms.gle/xYDrnBLSaZy3ZJpJ7

Certification Process Preview 01:59

If you are interested in getting the CCXP certification from European Marketing and Management Association* (EUMMAS), click on the following link to signup.  Students of this course will get a special discount for signing up:  https://forms.gle/xYDrnBLSaZy3ZJpJ7 

*EUMMAS is a group of some of the leading universities from Europe.