The CX Value Chain: Linking Customer Experience to Business Outcomes

سرفصل های دوره

A strong customer experience (CX) strategy can provide a distinct competitive advantage in today's business landscape. In this course, Jeannie Walters shows how understanding and managing your customers' interactions with your brand to create positive experiences at every touchpoint can help your organization excel and outpace the competition. Learn how to create a compelling business case for CX, expand CX value, and implement and expand CX for long-term value. Join Jeannie in this course to see how you can leverage customer experience management into higher customer loyalty, increased sales, and stronger brand reputation.

01 - Introduction

01 - Unveiling the CX value chain

02 - Discover the power of customer experience management (CXM)

02 - 1. Defining the ROI of Customer Experience Management

01 - CX as a strategic priority Beyond customer feedback

02 - Leveraging experiential and operational data for CX success

03 - 2. Crafting a Compelling Business Case for CX

01 - Connecting CX metrics to financial performance

02 - Communicating CX value to the c-suite

03 - Overcoming objections and building cross-functional support

04 - 3. Quantifying and Expanding CX Value

01 - Calculating revenue potential and lifetime value (LTV)

02 - Advocating for CX value beyond financial performance

03 - Driving innovation and agility through CX insights

05 - 4. Implementing and Optimizing CX for Long-Term Value

01 - Developing a strategic CX roadmap

02 - Continuously evolving your CX strategy

03 - Empowering employees to drive CX value

06 - Conclusion

01 - Sustaining CX ROI through ongoing investment

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تولید کننده: LinkedIn Learning (Lynda)