Customer experience (CX) management is the practice of using customer insight to design and execute a cross-functional CX strategy that increases satisfaction, loyalty and advocacy.
CX strategy and design will include insight and guidance on the following topics:
- Customer experience strategy: Defining your role in developing and implementing the broad-based CX strategy and making the business case for CX investment and initiatives.
- Customer experience insight: Developing and driving adoption of insight and tools like VoC, personas and journey maps.
- Customer experience design: Building and executing an effective CX strategy and prioritizing high-impact CX initiatives.