Customer Experience Management: Foundation Course

Customer Experience Management - Foundation Course

Learn modern day Customer Experience Management in the Digital World

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Last Updated: 2024-09-04 05:09:54 English Course Type: Self Learning

Learn the role of customer experience management in 2024
How to management customer experiences
Learn the role of social listening in mordern day customer experience management
Important customer experience management metrics
How modern day marketing and customer experience go hand in hand

This course is dedicated to providing a comprehensive understanding of the fundamentals of social listening and customer experience management. Beginning with an exploration of Social Listening and Online Reputation Management, participants will grasp the essence of monitoring online conversations and managing brand perception effectively.

Throughout the course, emphasis is placed on elucidating the key concepts and principles underlying social listening and online reputation management. Participants will delve into various strategies and tools essential for capturing valuable insights from social media channels and other online platforms.

As the course progresses, attention shifts towards elucidating metrics and tactics crucial for measuring the efficacy of social listening efforts. Participants will learn to interpret data analytics, track key performance indicators, and derive actionable insights to enhance their customer experience management strategies.

Through a blend of theoretical concepts and practical exercises, participants will gain hands-on experience in applying social listening techniques and optimizing online reputation management practices. By the conclusion of the course, participants will be equipped with the knowledge and skills necessary to navigate the dynamic landscape of social media, bolster brand reputation, and drive meaningful engagement with customers.

Join us on this educational journey to master the essentials of social listening and customer experience management, and elevate your proficiency in harnessing the power of online conversations to propel your business forward.

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Learning Desire

Customer Experience Professionals
Digital Marketeers
Customer Support
Community Engagament
Business Graduates

Section 1 : Module 1 10 Lectures 00:13:03
Lecture 1 :
Konnect Insights Academy - Customer Experience Management Preview
This is the first module in the Customer Experience Management - Foundation Course. Here we will embark on an enlightening journey to explore the vast realm of Customer Experience Management (CXM). This comprehensive course aims to equip you with a profound understanding of CXM and its intricate details, providing you with the knowledge and skills necessary to navigate the dynamic landscape of customer interactions.
Lecture 2 :
What is CX?
Lecture 3 :
What is Customer Experience Management.
Lecture 4 :
The importance of CXM in today's business landscape
Lecture 5 :
4.Key differences between CRM and CXM..v07 (1)
Lecture 6 :
The Different Channels Changes
Lecture 7 :
What is Omnichannel CXM
Lecture 8 :
The challenges of implementing omnichannel CXM....v01
Lecture 9 :
The benefits of adopting an omnichannel CX approach v04
Lecture 10 :
Best practices for implementing omnichannel CX v010
Section 2 : Module 2 6 Lectures 00:21:22
Lecture 1 :
The 4 Pillars of Omni-channel CXM v02
Lecture 2 :
The First Pillar v2
Lecture 3 :
The Second Pillar v3
Lecture 4 :
The Third Pillar v2
Lecture 5 :
The Third Pillar v2
Lecture 6 :
The Fourth Pillar v3
Section 3 : module 3 8 Lectures 00:13:39
Lecture 1 :
Measuring the Impact of CXM v03
Lecture 2 :
The role of metrics in CXM v07
Lecture 3 :
First Response Time (FRTs) v6
Lecture 4 :
Resolution Time (TATs) v07
Lecture 5 :
Service Level Agreements v08
Lecture 6 :
CSAT
Lecture 7 :
Net Promoter Score (NPS) Scores v07
Lecture 8 :
Agent Performance
Section 4 : Module 4 4 Lectures 00:12:03
Lecture 1 :
Social Listening,Social CRM
Lecture 2 :
What is SL and Why is SL necessary for CXM v03
Lecture 3 :
What is ORM and ORM's importance in CXM v09
Lecture 4 :
What is social CRM and how it is related to CXM
Section 5 : Module 5 8 Lectures 00:09:38
Lecture 1 :
Social Listening v03
Lecture 2 :
Why is SL Important Changes
Lecture 3 :
Major Applications Changes
Lecture 4 :
What is SMM Changes
Lecture 5 :
What kind of metrics and KPIs can be analysed through social listening Chang
Lecture 6 :
How to chooese a Social Listening Platform
Lecture 7 :
What is Social Listening
Lecture 8 :
What is the diffrence between social listening and social media monit
Section 6 : Module 6 5 Lectures 00:13:54
Lecture 1 :
Online Reputation Management v02
Lecture 2 :
What is ORM v02
Lecture 3 :
The importance of ORM in today's digital age v02
Lecture 4 :
Best practices for ORM & response management v03
Lecture 5 :
ORM metrics and analysis_02

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