MODULE 1:
YOUR Customer Experience Strategy Learn how creating a compelling customer experience strategy can lead to a competitive advantage in the market. When introducing a customer-centric culture to your organization, you’ll need leadership buy-in. The George Washington School of Business encourages discussions with senior management. We focus on the benefits of CX, achieving a higher level of customer engagement and loyalty, reducing churn, and increasing revenues and ROI.
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MODULE 2:
YOUR Customers, THEIR Experience Journey Learn how to craft Customer Experience Journey Maps to understand your customers’ complete journey with your company and the personas of those customers who are using your products and services. The Journey Map is perhaps your most important tool for capturing your customer’s actual experiences with your brand. Study and analyze your customer’s interactions, emotionally and cognitively, with your company. Discover how to use these strategic tools for communications, analysis, planning, management, and innovation.
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MODULE 3:
Customer-Focused Innovation The bar for Customer Experience has raised. Savvy companies are adopting innovation and new technologies to keep pace with the consumer’s expectations. Customer-Focused Innovation is a blend of theory, practice, strategy, and invention. CX innovation doesn’t start with a problem statement; it begins with your customer. Learn techniques to break through the culture barrier at your company.
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MODULE 4:
Customer First Culture Today, the customer is almighty. Now is the time to educate yourself and your workforce to create a customer-first culture that positions you for the greatest, long-term success. This strategy isn’t about “blowing up” your current culture; it’s acting together to make a difference in how your brand is perceived.
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MODULE 5:
Principles of Customer Relationship Building Customer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.
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MODULE 6:
Customer Experience Functional Alignment Show the value of customer experience strategies and programs and tie the benefits directly to business operations and profits to ensure success. Collaborate with peers and other disciplines to implement programs that benefit your customers while meeting financial and operational commitments.
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MODULE 7:
Accelerate & Improve Decisions with Data Inform your CX Decisions with data. An effective Customer Experience initiative requires that you connect the dots between your customers’ brand perceptions. All data needs to be readily available in one place. The customer will access your company through various touchpoints; however, whichever department is interacting with your customer needs to see this as one conversation. To ensure your ROI, customer churn rates, share of wallet, Net Promoter Scores, average handling times, and cost of acquisition, all need to tie to your CX program.
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MODULE 8:
Customer Experience in your Organization-Navigating Politics of Change Change is hard, people are resistant, and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes an exceptional leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these essential leadership skills.
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Capstone Project The Customer Experience Portfolio
During the program, you’ll work on your Capstone Project to apply your learnings toward a real or hypothetical real-world problem that you will solve during the eight-module program. By the end of the class, you will have completed your very own Professional Customer Experience Portfolio. |