Executive Development Programme in CX & Change Management
-- ViewingNowThe Executive Development Programme in CX & Change Management is a certificate course designed to empower professionals with the skills necessary to drive customer experience (CX) success and manage organizational change. In today's experience-driven economy, businesses that prioritize CX outperform their competitors.
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โข Customer Experience (CX) Strategy: Building and implementing successful CX strategies to drive business growth.
โข Understanding Customers: Analyzing customer needs, behaviors, and preferences to improve CX.
โข Voice of the Customer (VoC) Programs: Implementing and managing VoC programs to gather customer insights and feedback.
โข Customer Journey Mapping: Mapping customer journeys to identify pain points, optimize interactions, and enhance CX.
โข CX Metrics and Analytics: Measuring and analyzing CX performance using metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
โข Design Thinking: Using design thinking principles to create customer-centric products, services, and experiences.
โข Change Management: Leading and managing change initiatives to drive successful business transformations.
โข Organizational Change: Understanding and navigating organizational change to drive adoption and overcome resistance.
โข Change Leadership: Developing and demonstrating effective change leadership skills to drive successful business transformations.
โข Change Communication: Crafting and delivering compelling change messages to engage stakeholders and build support.
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