Customer Experience Management – Customer Journey Mapping

سرفصل های دوره

Lean how to create an actionable customer journey map and transform your customer experience.

1 - Getting Started

1 - Welcome to the Course

2 - The Learning Path

3 - Customer Journey Map in the Real World

4 - About Me

5 - The End Goal

2 - Definition and Basic Concepts

6 - Agenda

7 - Who is a Customer

8 - What is an Experience

9 - What is Total Experience

10 - Cid explaining What is an Experience

11 - What is a Customer Experience

12 - Assignment from Cid

13 - What is Total Customer Experience

14 - What is Experiential Grid

15 - What is Customer Journey

16 - What is Customer Journey Map

17 - What is Customer Journey Mapping

18 - Module1-Basic-Definitions.pdf

18 - Recap

3 - Goals of Customer Journey Mapping

19 - Agenda

20 - Goals of Customer Journey Mapping

21 - Benefits of Customer Journey Mapping

22 - How Customer Map is different from Process Map

23 - Module2-Goals.pdf

23 - Recap

4 - Elements of a Customer Journey Map

24 - Agenda

25 - Layout of a Customer Journey Map

26 - Element 1

27 - Element 2

28 - Element 3

29 - Element 4

30 - Element 5

31 - Element 6

32 - Element 7

32 - Module3-Basic-Building-Blocks.pdf

5 - Touch points and Channels

33 - Agenda

34 - How Customer Step is different from Toucpoint

35 - Touchoint Elements

36 - Touchpoint Inventory

37 - Touchpoint Categories

38 - Moments of Truth

38 - Template-KeyMOT-Ranking.xlsx

39 - Touchpoint vs Channel

40 - Channel vs Device

41 - Customer Journey Map vs Touchpoint Map

42 - Touchpoint Wheeel

43 - Module4-TPand-Channels.pdf

43 - Pathtopurchase

6 - Customer Experience Management Framework

44 - Agenda

45 - What is Customer Journey Management

46 - The CEM Framework Overview

47 - CEM Framework Foundation

48 - The CEM Framework Pillars

49 - The CEM Framework Roof

50 - The CEM Framework Continuous Improvement Loop

51 - Module5-CJM-Framework.pdf

51 - Recap

7 - Types of Customer Journey Map

52 - Agenda

53 - Typology of Customer Journey Map

54 - Dimension 1

55 - Dimension 2

56 - Dimension 3

57 - Dimension 4

58 - Dimension 5

59 - Dimension 6

60 - Dimension 7

61 - Dimension 8

62 - Dimension 9

63 - Dimension 10

64 - Dimension 11

65 - Dimension 12

66 - Dimension 13

67 - Dimension 14

68 - Dimension 15

68 - Module6-Types-of-CJM.pdf

8 - Steps to map a Customer Journey

69 - Overview

70 - Step 1

70 - Template-Project-Charter.pptx

71 - Step 2

72 - Step 3

73 - Step 4

74 - Step 5

74 - Template-Touchpoint-Inventory.xlsx

75 - Step 6

76 - Step 7

77 - Step 8

78 - Step 9

79 - Module7-CJM-StepsHO.pdf

79 - Step 10

9 - Customer Journey Tool CXDeployer

80 - Navigations and Adding New Project

81 - Add Persona

82 - Create Customer Journey Map

83 - Manage Idea

84 - Manage Implementation

10 - Examples of Customer Journey Map

85 - Business Case Scenario Airline

86 - Macro Level Customer Journey Map

87 - Meso Level Customer Journey Map

88 - Micro Level Customer Journey Map

89 - Assignment 1

90 - Assignment 2

11 - Best Practices in Customer Journey Mapping

91 - Agenda

92 - Best Practice Area 1

93 - Best Practice Area 2

94 - Best Practice Area 3

95 - Best Practice Area 4

96 - Best Practice Area 5

97 - Best Practice Area 6

98 - Module10-Best-Practices.pdf

98 - Recap

12 - Whats Next

99 - Next Steps

99 - Template-Touchpoints-Category.xlsx

100 - How to Contact Me

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تولید کننده: Udemy-Training