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Customer Experience Management

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WCX-323xtraLesson WorkforceBeginner
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About Course

Course Code: WCX-323

Program: Operations & Administration Academy

Course Overview: Help employees understand and manage customer experiences across the customer journey to improve satisfaction, loyalty, and business outcomes.

This course develops practical capability in customer experience, customer journey management, improving customer experiences, measuring customer experience, and creating customer-centric organizations.

Learning Outcomes

By the end of this course, learners will be able to:

  • Understand customer journey principles
  • Identify customer experience improvement opportunities
  • Improve customer satisfaction
  • Deliver customer-focused solutions
  • Measure customer experience effectiveness
  • Support customer loyalty initiatives

Target Audience: Customer-facing employees, service and support teams, contact-centre staff, account teams, supervisors, and service leaders who want to strengthen practical capability in customer experience management.

Learning Experience: Learners engage through video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, knowledge checks, and end-of-module quizzes. Activities support practical application in customer experience, customer journey management, improving customer experiences, measuring customer experience, and creating customer-centric organizations.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Understand customer experience. Improve customer experiences. Create customer-centric organizations.

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Course Content

Course Introduction
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  • Customer Experience Management
    04:22

Understanding Customer Experience
This module introduces customer experience management. Learners explore what customer experience means, how expectations have changed, how customer experience differs from customer service, and how customer-centric thinking supports satisfaction, loyalty, and business outcomes.

Customer Journey Management
This module helps learners strengthen practical capability in customer journey management within Customer Experience Management by exploring mapping customer journeys, identifying customer touchpoints, customer emotions, and managing critical moments.

Improving Customer Experiences
This module helps learners apply improving customer experiences within Customer Experience Management by exploring identifying improvement opportunities, designing better customer experiences, reducing customer effort, and increasing service value.

Measuring Customer Experience
This module helps learners strengthen practical capability in measuring customer experience within Customer Experience Management by exploring customer satisfaction metrics, customer feedback systems, analyzing customer insights, and continuous improvement through feedback.

Creating Customer-Centric Organizations
This module helps learners apply creating customer-centric organizations within Customer Experience Management by exploring customer advocacy, cross-functional customer experience, customer experience culture, and customer experience action plan.

Learning Resources
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