Certificate in Utility Customer Experience Strategy
-- ViewingNowThe Certificate in Utility Customer Experience Strategy course is a comprehensive program designed to empower professionals with the skills needed to excel in the utility industry. This course highlights the importance of customer experience (CX) strategy in the utility sector, where CX has become a critical differentiator.
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⢠Customer Journey Mapping: Understanding the customer journey and identifying pain points and opportunities for improvement.
⢠Stakeholder Management: Engaging and collaborating with internal and external stakeholders to align on customer experience strategy.
⢠Data Analysis for Customer Experience: Utilizing data to measure and improve the customer experience.
⢠Design Thinking for Utility CX: Applying design thinking principles to create customer-centric solutions.
⢠VoC Programs: Implementing and managing Voice of the Customer programs to gather feedback and insights.
⢠Customer Experience Metrics: Utilizing customer experience metrics such as NPS, CSAT, and CES to measure and improve the customer experience.
⢠Employee Engagement: Building a customer-centric culture within the organization through employee engagement.
⢠Digital Customer Experience: Optimizing the digital customer experience through web, mobile, and self-service channels.
⢠CX Strategy and Roadmap: Developing a customer experience strategy and roadmap to align and guide the organization.
Note: These units are not in any particular order, and the final course content may vary depending on the specific needs and goals of the learners and the organization.
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