Create positive experiences among your products or services and your customers by developing and implementing a Customer Experience strategy that leads to commercial success.
We will begin by understanding that the root cause of customer experience problems is not necessarily found in employees who have contact with them, but often occur among employees “behind the scenes”, such as accountants, lawyers and programmers. It also happens that policies, processes and technologies have an impact on customer experience. Identifying and solving these problems has the potential to dramatically increase sales and lower costs.
This course will allow you to get to know and learn the six disciplines of the customer experience: Strategy, Customer Understanding, Design, Measurement, Governance and Culture. With a methodology based on theoretical and practical learning, you will learn by doing.
At the end of the course the participant will have the skills to:
- Know the value of the Customer Experience (CX).
- Know the key concepts of CX.
- Understand and manage the key tools of CX management (Customer Journey, NPS etc.).
- Understand the Economic Impact of CX Management.
- Know and manage the 6 dimensions of the CX Strategy:
- Strategy Focus on Client
- Measurement of the Client’s perception
- Customer Understanding
- Design of the experience
- Culture centered on the client
Communicator of the Pontifical Catholic University of Peru, with specialization studies in Data Driven Marketing (UP). Google Analytics Individual Qualification and Google Adwords. Manager of multidisciplinary projects in the financial sector, insurance and education. He has also trained several companies in innovation methodologies such as Design Sprint, Lean Startup and Experience Mapping.
Why take a specialization course in ISIL Executive Education?
That allow the participant to increase their competitiveness according to their particular needs.
What allows the participant to manage their time better.
Because the frequency allows to raise the level of demand and make them very applicable.
That allow the participant to take more than one course.
And applied to ensure that the participant acquires the necessary skills in the subject.
The content is developed in 8 sessions of 3 hours to ensure depth and mastery of the subject.