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How to start a Customer Experience strategy

Business

How to start a Customer Experience strategy course

Teacher: Camila Freire - Innovation Manager - Banbif

  • Intermediate
  • 6984 students
  • 4.5
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Online course description

Customer Experience (CX) is a discipline that has gained momentum in recent years, putting the knowledge of the consumer and their experience at the core of the design of our strategies, both for acquisition and for retention and innovation. In this course, we will learn the basic principles, as well as the first steps to start developing a Customer Experience strategy in your organization.

What will I learn?

CX has become a "buzz word" in the media, there is a lot of talk about the importance of putting the consumer at the center, but in many cases there is no clarity on how to start. In this course we will talk about the basics and the first steps to take into account to start with CX strategies that allow us to take our organization towards a Customer Centered approach.

Who is it aimed at?

  • Professionals who wish to integrate consumer knowledge as part of their company's strategies.
  • Entrepreneurs who wish to identify business opportunities with strategic segments.
  • Members of innovation teams that seek to identify new opportunities for the business.

Requirements

Prior knowledge of research would be desirable.

Course content How to start a Customer Experience strategy

  • Module 1Introductionto CX

    5 Capsules 00:30:46

    • Capsule 1: Introduction to the teacher and course
      Free View
    • Capsule 2: CX: What is it and what is it not?
      Premium Access
    • Capsule 3: Consumer Decision Journey
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    • Capsule 4: CX as a Strategy
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    • Capsule 5: How to start? Let's talk about my team
      Premium Access

  • Module 2Knowingmy consumer

    5 Capsules 00:25:07

    • Capsule 1: Introducing Customer Understanding
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    • Capsule 2: Buyer personas, what are they and what types are there?
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    • Capsule 3: How to start? Objectives and strategic segmentation
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    • Capsule 4: Let's design our research
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    • Capsule 5: And now, what do I do with all this information?
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  • Module 3Experience Maps

    6 Capsules 00:29:21

    • Capsule 1: What is an experience map and what is it for?
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    • Capsule 2: Main elements of an experience map
      Premium Access
    • Capsule 3: What experience maps exist?
      Premium Access
    • Capsule 4: Customer Journey Map
      Premium Access
    • Capsule 5: And, what can I do with an experience map?
      Premium Access
    • Capsule 6: What will we take away from this course?
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Final examTo obtain your course pass certificate, you will have 2 attempts per day to pass a multiple-choice exam with more than 70%.

About our expert

Camila Freire teacher of the course How to start a Customer Experience Strategy

Camila Freire

Innovation Manager - Banbif

Degree in social psychology from PUCP with more than 4 years of experience in qualitative, quantitative and experimental research. More than 3 years of experience in the execution and leadership of Customer Experience, Digital Strategy and Innovation projects for the education, retail, health, insurance and industrial sectors, among others.

During her consulting experience Camila has developed the following functions:

  • Team leadership in the development of interdisciplinary digital consulting projects.
  • Research on strategic segments and their expertise for the design of digital products and digital/content marketing strategies.
  • Survey of processes, expectations and possible stoppers of collaborators for the redesign of internal management platforms.
  • Development of processes, indicators and lines of action for the Digital Transformation strategy.
  • Support to agile teams for innovation projects.
  • Research on individual factors associated with innovative behavior.
  • Design and development of model and measurement tool for the Digital Mindset.
  • Design and development of a model and measurement tool for Digital Leadership (associated with Digital Transformation processes).
  • Design and development of a tool to measure employees' adaptation to remote work.
  • Quantitative research associated with consumer behavior.

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On behalf of Saint Ignatius University
Optional certificate template for our course*San Ignacio University will certify all NETZUN students.

About the institutions

Netzun - online courses
Edtech company, founded in 2015 and specialized in virtual education based on the 'microlearning' methodology. Its purpose is to democratize the knowledge of extraordinary people throughout Latin America.
San Ignacio University certifies our courses
San Ignacio University is a U.S. university that stands out for offering a unique and cutting-edge academic experience. It has a highly qualified faculty committed to academic excellence and the integral development of its students.

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