Course

    1. Overview

    2. Lesson 1: Understanding Customer Experience and Customer Service

    3. Lesson 2: The Philosophy of Continuous Improvement

    4. Lesson 3: Key Strategies for Continuous Improvement in CX and Customer Service

    5. Lesson 4: Metrics and KPIs for Continuous Improvement

    6. Lesson 5: Case Studies and Examples

    7. Lesson 6: Challenges in Continuous Improvement

    8. Lesson 7: Future Trends in Continuous Improvement

    9. Conclusion

    10. Quiz: What is Continuous Improvement in CX?

    11. Quiz: Measuring Improvement in Customer Experience (CX): Strategies and Techniques

    12. Quiz: What are the Benefits of Ground-Up Customer Experience (CX) Improvement?

    13. Quiz: What is a Service Blueprint ?

    14. Quiz: What are the Benefits of Service Blueprinting?

    15. Quiz: What are Standard Operating Procedures?

    16. Quiz: What are the Benefits of Standard Operating Procedures?

    17. Quiz: Common Examples of SOPs

    1. View of SOP list

    2. Quiz: View of SOP list

    3. View Collaborations in the SOP

    4. Quiz: View Collaborations in the SOP (CX)

    5. Export a SOP

    6. Quiz: Export a SOP

    1. Website Version - Complete a CX Check in

    2. Quiz: Website Version - Complete a CX Check in

    3. App Version - Complete a CX Check in

    4. Quiz: App Version - Complete a CX Check in

    1. Lesson: Create a New Pain Point

    2. Quiz: Create a New Pain Point

    1. Lesson: My Profile

    2. Quiz: My Profile

About this course

  • 16 Lessons
  • 3 Videos
  • 16 Quizzes

Discover your potential, starting today

Enroll today

Skills you will gain

As a CX Champion, you have the power to unearth invaluable insights around opportunities for CX improvement, pain point identification and pivotal moments across Customer Journeys.

  • Provide real-time coaching to create a positive work environment

  • Help maintain a great Customer Experience

  • Proactively identify potential Service failures