CX Operations: Developing a Customer-Centric Operating Model

سرفصل های دوره

Exceptional customer experiences are a key part of business success. In this course, Jeannie Walters, CCXP, helps leaders harness cross-departmental collaboration, advanced technology, and data-driven insights to create a cohesive, customer-centric approach that elevates the overall customer experience and drives business success. Jeannie shows how to leverage technologies like artificial intelligence, streamline processes, anticipate customer needs, and more ways to continuously improve your CX initiatives.

01 - Introduction

01 - Discover the power of customer experience (CX) operations

02 - Align organizational structures for customer-centricity

02 - 1. Cross-Functional Operationalizing

01 - Establish a CX Center of Excellence

02 - Define your CX strategy with the CXI Compass tool

03 - 2. Creating a Centralized Customer View

01 - Unlock the benefits of a unified customer view

02 - Leverage customer data platforms (CDP) for centralization

03 - Assess data integration and governance priorities

04 - 3. Empowering Employees with CX Tools

01 - Engage every employee in the customer experience

02 - Break down silos

03 - Design AI-powered knowledge bases for employee empowerment

04 - Amplify the impact of customer feedback

05 - 4. Integrating AI into Your CX Ecosystem

01 - Enhance omnichannel engagement with AI-driven personalization

02 - Harness the power of AI-powered assistance for customers and employees

03 - Optimize issue resolution and feedback loops with AI

06 - Conclusion

01 - Embrace the future of customer experience operations

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تولید کننده: LinkedIn Learning (Lynda)