Understanding Customer Experience

This unit introduces the discipline of customer experience management, explains how humans process their experiences, and explores CX in action as it helps an organization measure and improve.

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About this course

This unit introduces the discipline of customer experience management, explains how humans process their experiences, and explores CX in action as it helps an organization measure and improve.

Curriculum36 min

  • Welcome to this Course
  • Course Welcome 4 min
  • What is Customer Experience?
  • Defining Customer Experience 5 min
  • CX in the Context of the Human Experience Cycle 5 min
  • Managing CX isn't simply creating a Voice of Customer Program 2 min
  • Examples of CX in Action 11 min
  • Key Takeaways: Understanding Customer Experience 4 min
  • Test Your Knowledge 5 min
  • End of Course 1 min

About this course

This unit introduces the discipline of customer experience management, explains how humans process their experiences, and explores CX in action as it helps an organization measure and improve.

Curriculum36 min

  • Welcome to this Course
  • Course Welcome 4 min
  • What is Customer Experience?
  • Defining Customer Experience 5 min
  • CX in the Context of the Human Experience Cycle 5 min
  • Managing CX isn't simply creating a Voice of Customer Program 2 min
  • Examples of CX in Action 11 min
  • Key Takeaways: Understanding Customer Experience 4 min
  • Test Your Knowledge 5 min
  • End of Course 1 min