Customer Experience Management

Ects : 3
Volume horaire : 21
Coefficient : 2
Compétence à acquérir :
This syllabus is tentative and may be subject to change if circumstances beyond my control require it (ex : COVID 19)

Objectives :

Being able to manage customer experience improvement for a company using methods taught in class.
At the completion of this course, students will have an understanding of :

The CX concept, definition and its context
How to model key customer types through persona development and customer journey
How to measure customer experience
The impact of Big Data on CX

Description du contenu de l'enseignement :
This syllabus is tentative and may be subject to change if circumstances beyond my control require it (ex : COVID 19)

Description

Customer experience (CX) occurs every time a customer interacts with a company via any channel, at any time, for any purpose. Each interaction is an opportunity to strengthen or weaken the relationship with that customer. Creating a world-class, end-to-end customer experience can become a key strategic differentiator, but it requires a deep understanding of both the customers and how they interact, as well as a commitment to change business processes based on that understanding.
This course will teach students how to research and map customer experiences and use quantitative and qualitative analysis to develop specific customer experience improvement plans.

Enseignant responsable :

  • SYLVIE ROLLAND