Executive Development Programme in CX Metrics & Measurement

Name: Executive Development Programme in CX Metrics & Measurement
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The 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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AboutThisCourse

By enrolling in this course, learners will gain a comprehensive understanding of CX metrics and measurement techniques, enabling them to make data-driven decisions that positively impact their organizations. The curriculum covers critical topics such as customer journey mapping, voice of the customer programs, and key CX metrics, ensuring learners have a well-rounded knowledge of the CX landscape. By completing this programme, learners will have honed their skills, gained hands-on experience, and demonstrated their commitment to professional development, positioning them as strong candidates for career advancement opportunities in their respective fields.

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CourseDetails

• 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.
• Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Defining CSAT and NPS, their significance in CX measurement, and methods to calculate and interpret these metrics.
• Customer Effort Score (CES): Understanding CES as a metric, its advantages, and how to apply it effectively to measure CX.
• Churn Rate & Retention Rate: Learning about churn and retention rates, their calculation, and their impact on business growth.
• Customer Lifetime Value (CLV): Defining CLV, its role in CX strategy, and methods for calculating and leveraging CLV to inform decision-making.
• Voice of the Customer (VoC) Programs: Exploring VoC programs, their significance in CX measurement, and best practices for designing and implementing successful VoC initiatives.
• Data Analysis & Visualization: Developing skills in analyzing and interpreting CX data, identifying trends, and presenting insights effectively through data visualization techniques.
• 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.
• 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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EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
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BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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EXECUTIVE DEVELOPMENT PROGRAMME IN CX METRICS & MEASUREMENT

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London School of International Business (LSIB)

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05 May 2025

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