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Mastering Customer Experience Metrics and Analytics

Mastering Customer Experience Metrics and Analytics

$199.00
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Mastering Customer Experience Metrics and Analytics Course Curriculum



Course Overview

This comprehensive course is designed to equip professionals with the skills and knowledge required to measure, analyze, and improve customer experience. Upon completion, participants will receive a certificate issued by The Art of Service.



Course Outline

Module 1: Introduction to Customer Experience Metrics and Analytics

  • Defining Customer Experience and its Importance
  • Understanding the Role of Metrics and Analytics in CX
  • Overview of Key CX Metrics and Analytics Tools
  • Setting the Stage for CX Measurement and Analysis

Module 2: Understanding Customer Journey and Touchpoints

  • Mapping the Customer Journey
  • Identifying Key Touchpoints and Interactions
  • Analyzing Customer Behavior and Feedback
  • Prioritizing Touchpoints for Improvement

Module 3: Customer Experience Metrics

  • Net Promoter Score (NPS): Calculation, Interpretation, and Actionability
  • Customer Satisfaction (CSAT): Measurement, Analysis, and Improvement
  • Customer Effort Score (CES): Understanding and Reducing Customer Effort
  • Other Key CX Metrics: First Contact Resolution (FCR), Average Handling Time (AHT), and more

Module 4: Analytics for Customer Experience

  • Introduction to CX Analytics: Descriptive, Predictive, and Prescriptive Analytics
  • Data Collection and Integration for CX Analytics
  • Analyzing CX Data: Segmentation, Correlation, and Causality
  • Visualizing CX Insights: Dashboards, Reports, and Storytelling

Module 5: Qualitative and Quantitative CX Research Methods

  • Surveys and Feedback Forms: Design, Deployment, and Analysis
  • User Testing and Usability Studies: Methods and Insights
  • Social Media Listening and Sentiment Analysis: Tools and Techniques
  • Combining Qualitative and Quantitative Insights for CX Improvement

Module 6: Advanced CX Analytics and Modeling

  • Predictive Modeling for CX: Regression, Clustering, and more
  • Machine Learning for CX: Applications and Limitations
  • Text Analytics and Natural Language Processing (NLP) for CX
  • Advanced CX Analytics Tools and Techniques

Module 7: Implementing CX Metrics and Analytics in Practice

  • Developing a CX Metrics and Analytics Strategy
  • Building a CX Dashboard: Metrics, Visualization, and Insights
  • Using CX Insights to Drive Business Decisions
  • Overcoming Challenges in CX Metrics and Analytics Implementation

Module 8: Case Studies and Best Practices in CX Metrics and Analytics

  • Real-world Examples of CX Metrics and Analytics in Action
  • Best Practices in CX Metrics and Analytics: Lessons Learned
  • Benchmarking CX Performance: Industry Standards and Comparisons
  • Staying Up-to-date with the Latest CX Trends and Innovations

Module 9: Putting it all Together - Creating a CX Action Plan

  • Synthesizing CX Insights into an Actionable Plan
  • Prioritizing CX Initiatives: ROI, Impact, and Feasibility
  • Executing and Monitoring CX Improvements
  • Maintaining Momentum and Continuous Improvement


Course Features

  • Interactive and Engaging: Video lessons, quizzes, and hands-on projects
  • Comprehensive and Up-to-date: Covers the latest CX metrics, analytics, and best practices
  • Personalized Learning: Learn at your own pace, with lifetime access to course materials
  • Expert Instruction: Taught by experienced professionals in the field of CX
  • Certification: Receive a certificate upon completion, issued by The Art of Service
  • Flexible and User-friendly: Access course materials on mobile devices, with a user-friendly interface
  • Community-driven: Join a community of professionals, sharing experiences and insights
  • Actionable Insights: Apply learnings to real-world CX challenges and opportunities
  • Gamification and Progress Tracking: Stay motivated with gamification elements and track your progress


What to Expect Upon Completion

Upon completing the course, participants will have gained a deep understanding of customer experience metrics and analytics, and be equipped to drive CX improvements in their organizations. A certificate issued by The Art of Service will be awarded, demonstrating expertise and commitment to CX excellence.

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