[Service Archive] Customer Experience Management Using Small Data

Product! Don't sell services, sell experiences!

Customer Experience Management (CXM) refers to an Outside-In business innovation methodology that transforms the internal operations of a company based on Customer Experience (CX). It is a process that understands what customers see, feel, think, and do at each stage of the customer journey, and continuously improves products and services to meet customer needs, thereby providing new experiences to customers.

This course teaches you how to understand customer experiences through Customer Journey Maps and provides methodologies for designing branded customer experiences and deriving service improvement initiatives. Through studying various real CXM success cases, you can increase your company's revenue and upgrade your customer management to the next level. Additionally, through various cases that succeeded with customer experience management, you can find points that can be applied to your own company.

Field-oriented Education

• You can find points that can be applied to your own company through various cases that have succeeded with customer experience management.

• You can develop new products and services based on customer experience and manage continuous service innovation based on customer experience (CX).

  
  

  
  

Presenting key points focused on practical application

• You can learn by topic through micro-learning focused on core keywords that can be immediately applied in practical work.

Course Curriculum

1. Customer Service and Customer Experience

2. Types and Analysis of Needs

3. Understanding Customer Experience

4. Customer Experience Management Practice and Essential Elements

5. Persona Setting

6. Scenario Writing

7. Causes and Improvements of Customer Deficiency

8. Service Direction Validation

Presenting differentiated content through recruitment of specialized CS professors

We recruit CS specialist professors to provide lectures that carefully select only the core skills required in industrial settings. We have recruited instructors who are highly praised for their in-depth lectures at corporations, public institutions, and universities to present professional and differentiated content.

CEO Yoo Se-jin

Current) CEO of The Grow-in

Currently) KSA Korea Standards Association Lifelong Education Center, Korea Productivity Center Professional Instructor

Current) Korea Travel Industry Association Travel Industry Professional Capacity Building Education Specialist Instructor

Current) Professional instructor for customer service training for new employees and executives at Airport Railroad

[Qualifications]

Educational content copyright holder (Organizational Risk Communication, 6box Service Influence (Attitude Change), War Mentary Core Talent)