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Customer Experience Toolkit

Course Introduction

0 - Introduction (2:27)

Part 1 Customer Experience Introduction

1- What is Customer Experience (2:51)
2- Customer Service VS Customer Experience (3:39)
3- CX integration within Company DNA (2:31)
4- Why you need customer experience (6:12)

Part 2 CX Processes and KPIs

5- Customer Journey Mapping (4:08)
6- Loyalty Programs (7:57)
7- Defining Customer persona (3:17)
8- Touchpoints you are not aware of (3:46)
9- Measuring Customer experience Management (10:59)

Part 3 Digital customer experience

10- Digital customer experience (1:59)
11- Good Digital customer experience (6:38)
12- Templates used in Digital CX (9:12)

Part 4 Omnichannel

13- What is a Multichannel (2:24)
14- Multichannel VS omnichannel (3:38)
15- Building Omnichannel Strategy (8:18)

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