Global Certificate in Utility Customer Experience Metrics

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The Global Certificate in Utility Customer Experience Metrics course is a crucial program for professionals seeking to enhance their expertise in customer experience (CX) strategies in the utility industry. This course is increasingly important as companies recognize the value of CX in driving customer satisfaction, loyalty, and profitability.

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AboutThisCourse

This certificate course is designed to equip learners with essential skills to measure, analyze, and improve CX metrics. The curriculum covers a wide range of topics, including customer journey mapping, voice of the customer (VoC) programs, and CX analytics. Learners will gain hands-on experience in applying these concepts to real-world scenarios, enabling them to drive CX initiatives in their organizations. By completing this course, learners will differentiate themselves as CX experts in the utility industry, with the skills and knowledge to drive tangible business results. This certificate course is an excellent opportunity for professionals looking to advance their careers and make a positive impact on their organizations' CX programs.

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CourseDetails

• Customer Satisfaction Metrics: Understanding CSAT, NPS, and CES
• Key Driver Analysis: Identifying factors that impact customer experience
• Customer Journey Mapping: Tracking and measuring the customer experience across touchpoints
• Data Collection and Analysis: Gathering and interpreting customer feedback and operational data
• Customer Churn and Retention: Measuring and reducing customer turnover and increasing loyalty
• Voice of the Customer Programs: Implementing and managing VoC programs to gather customer insights
• Employee Engagement: Linking employee engagement to customer experience and loyalty
• Digital Customer Experience: Measuring and optimizing online interactions with customers
• Service Blueprinting: Visualizing the service delivery process to identify areas for improvement

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EntryRequirements

  • BasicUnderstandingSubject
  • ProficiencyEnglish
  • ComputerInternetAccess
  • BasicComputerSkills
  • DedicationCompleteCourse

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FastTrack GBP £149
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AcceleratedLearningPath
  • ThreeFourHoursPerWeek
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StandardMode GBP £99
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FlexibleLearningPace
  • TwoThreeHoursPerWeek
  • RegularCertificateDelivery
  • OpenEnrollmentStartAnytime
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  • DigitalCertificate
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GLOBAL CERTIFICATE IN UTILITY CUSTOMER EXPERIENCE METRICS
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UK School of Management (UKSM)
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05 May 2025
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