Executive Development Programme in CX Metrics & Measurement
-- ViewingNowThe Executive Development Programme in CX Metrics & Measurement is a certificate course designed to empower professionals with the skills to measure and improve customer experience (CX). This program emphasizes the importance of CX in driving business growth and ensures learners are well-equipped to meet the rising industry demand for CX expertise.
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โข Introduction to CX Metrics & Measurement: Understanding the importance of customer experience (CX) metrics, the role of data in CX strategy, and key performance indicators (KPIs) in CX measurement.
โข Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Defining CSAT and NPS, their significance in CX measurement, and methods to calculate and interpret these metrics.
โข Customer Effort Score (CES): Understanding CES as a metric, its advantages, and how to apply it effectively to measure CX.
โข Churn Rate & Retention Rate: Learning about churn and retention rates, their calculation, and their impact on business growth.
โข Customer Lifetime Value (CLV): Defining CLV, its role in CX strategy, and methods for calculating and leveraging CLV to inform decision-making.
โข Voice of the Customer (VoC) Programs: Exploring VoC programs, their significance in CX measurement, and best practices for designing and implementing successful VoC initiatives.
โข Data Analysis & Visualization: Developing skills in analyzing and interpreting CX data, identifying trends, and presenting insights effectively through data visualization techniques.
โข CX Metrics Integration with Business Operations: Understanding how to integrate CX metrics with business operations, aligning CX strategy with overall business objectives, and fostering a data-driven culture.
โข Continuous Improvement & CX Metrics: Exploring strategies for continuous CX improvement, setting actionable goals based on CX metrics, and tracking progress over time.
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