Customer Experience & Service Excellence Remote
Customer Experience (CX) Design Certificate
Journey-mapping and CX design methods for improving end-to-end customer experience.
Overview
Teaches practical customer journey mapping and experience design techniques used to identify and close service gaps across touchpoints.
Learning Objectives
- Map a customer journey across all touchpoints
- Identify moments of truth and experience gaps
- Prioritize CX improvements using a simple scoring model
- Present a CX improvement business case
Curriculum & Modules
- What drives customer experience
- Touchpoints and moments of truth
- Building a journey map
- Identifying experience gaps
- Scoring and prioritizing improvements
- Presenting to stakeholders
Who It's For
Product and service designers