Customer journey mapping is a visual representation of the customer’s experience with the company, starting from the moment he learns about its existence for the first time (an outdoor poster or a pop-up ad that can be displayed on a site he visits), followed by the request for information, purchase of the services/products, and ending with the after-sales moments.  

CX is the dialogue that happens between your client, your employee, and your brand. How do you build, grow, and maintain a CX strategy?  

How do you measure the performance of great CX? 

During this course you will learn and understand how the most important Customer Performance Indicators (CPIs) work and can be used. 

What emotions lie behind your client's choices? What will these be based on in the future? Is your brand rational or emotional? The answer lies in CX science! 

Neuromarketing in Customer Experience (CX) can provide insights into human behavior that can be applied across your organisation, from achieving C-level alignment to stronger cross-departmental communication and collaboration to improving the employee and customer experience. 

Neuromarketing uses information from neuroscience, behavioral economics, and social psychology, applying it to measure and improve the effectiveness of product design, branding, and marketing practices.  

Becoming a customer-centric organisation that performs at its best requires change, and change requires courage and empowerment.  

These attributes can only be generated by understanding and developing the right leadership skills. 

Leadership - evolution, models, and latest benchmarks 

What is the customer-centric organization? 

What does it take to become a customer-centric organization? 

How does the consumer experience connect with the employee experience? 

How can we measure and continuously improve the employee experience?