Executive Certificate: Marketing Strategy, Customer Experience Management, Generative AI GPT, Segmentation, CJM, CX, VoC
β±οΈ Length: 4.5 total hours
β 4.55/5 rating
π₯ 9,370 students
π October 2024 update
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- Course Overview
- Embark on a transformative journey to master the art and science of building and sustaining exceptional customer experiences in the modern, AI-infused marketplace.
- This intensive executive certificate program is meticulously designed for forward-thinking professionals seeking to elevate their marketing acumen and drive measurable business impact through customer-centric strategies.
- Dive deep into the evolution of marketing, moving beyond traditional acquisition to the critical cultivation of enduring customer relationships.
- Uncover the strategic imperatives of Customer Experience Management (CXM) and its pivotal role in today’s competitive landscape.
- Explore cutting-edge methodologies and practical applications that will empower you to create seamless, memorable, and value-driven interactions across all customer touchpoints.
- Gain a profound understanding of how to leverage advanced technologies, including Generative AI and GPT, to enhance CXM initiatives and unlock new avenues for customer engagement and loyalty.
- The course is structured to provide a comprehensive yet concise learning experience, ideal for busy executives and aspiring CX leaders.
- Requirements / Prerequisites
- A foundational understanding of marketing principles is beneficial but not strictly required, as the course begins with core concepts.
- Enthusiasm for customer-centricity and a proactive approach to learning are key.
- Familiarity with digital business environments and common marketing tools is advantageous.
- Openness to exploring and experimenting with new technologies, such as AI-powered tools.
- A desire to translate theoretical knowledge into actionable strategies for real-world application.
- Skills Covered / Tools Used
- Strategic Marketing Planning: Develop integrated marketing strategies that are inextricably linked to customer experience objectives.
- Advanced Segmentation & Profiling: Go beyond basic demographics to create nuanced customer personas that inform personalized strategies.
- Customer Journey Mapping & Design: Visually deconstruct and redesign the end-to-end customer journey for optimal engagement and satisfaction.
- Service Design & Innovation: Architect service processes that anticipate customer needs and deliver delight.
- AI Integration in CX: Learn to strategically deploy Generative AI and GPT models for personalized communication, content creation, and predictive insights.
- Voice of the Customer (VoC) Synthesis: Master techniques for collecting, analyzing, and acting upon customer feedback from diverse channels.
- Emotional Resonance in Branding: Cultivate strategies to evoke positive emotional responses and build deeper brand connections.
- Customer Loyalty & Retention Economics: Understand the financial drivers of customer loyalty and how to optimize for long-term value.
- Service Recovery Excellence: Develop robust frameworks for transforming negative customer experiences into opportunities for strengthening relationships.
- Data-Driven Decision Making: Utilize data analytics to measure CX impact and refine strategies for continuous improvement.
- Ethical AI Deployment: Grasp the ethical considerations when implementing AI solutions within CXM.
- Benefits / Outcomes
- Transform your organization’s approach to customer engagement, fostering a culture of CX excellence.
- Gain a competitive edge by delivering superior customer experiences that drive loyalty and advocacy.
- Unlock new revenue streams and increase profitability through optimized customer lifetime value.
- Become proficient in leveraging Generative AI and GPT to personalize interactions and enhance operational efficiency in CXM.
- Develop the ability to proactively identify and address customer pain points before they escalate.
- Enhance your professional credibility and career prospects as a skilled CX strategist.
- Acquire a comprehensive toolkit of frameworks and methodologies applicable across various industries.
- Build a strong foundation for continuous innovation in customer experience design.
- Confidently lead CX initiatives and demonstrate their tangible business value.
- Develop a strategic foresight to navigate the evolving landscape of customer expectations and technological advancements.
- PROS
- Cutting-Edge Content: Features the latest advancements in Generative AI and its application in CXM, ensuring relevance in today’s market.
- Actionable Frameworks: Provides practical tools and methodologies that can be immediately implemented.
- High Practical Value: The course is designed to deliver tangible results and measurable improvements in customer experience and business metrics.
- Expertly Curated: Reflects a high student rating, indicating quality instruction and valuable content.
- Comprehensive Scope: Covers a wide array of critical CXM and marketing strategy topics within a concentrated timeframe.
- CONS
- Concise Format: The short duration may limit the depth of exploration for certain advanced topics, requiring further self-study for mastery.
Learning Tracks: English,Marketing,Marketing Fundamentals
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