Customer Experience Excellence

Course Overview and Objectives

There are four points, we're going to emphasize in this course:

• A Customer Experience Mindset: First we’ll expand on what it means to have a customer experience mindset not just as an individual but as an entire organization.
• Identify Your Customers - both internal and external
• Map Their Journey: Next, we'll look at a simple framework for mapping your customers Journey
• Assess How You’re Doing: identify what’s going well and where there are opportunities for improvement.