CX / Customer Experience. Product Management and Development. Customer journey and touchpoints, CJM. Product Life-cycle
What you will learn
Introduction to Customer Experience Management
Theory Overview
High-Level Frameworks
CX Principles
Customer Segmentation and Persona Development
Service Recovery and Complaint Handling
Customer Journey Optimisation
Service Blueprinting and Process Design
Voice of the Customer (VoC) Analysis
Emotional Experience Design (EED)
Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Introduction to Product Development and Management
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- Master the crucial intersection of product innovation and customer delight, ensuring every product journey is intuitive, engaging, and deeply resonant with user expectations.
- Navigate the entire product lifecycle with a customer-first lens, from ideation and validation to launch, iteration, and strategic sunsetting, all informed by deep user understanding.
- Translate raw customer insights into tangible product features and service enhancements, fostering continuous feedback and improvement for market leadership.
- Architect end-to-end customer experiences that build unwavering brand loyalty, cultivating emotional connections and advocacy beyond mere satisfaction.
- Develop robust strategies for identifying market opportunities, aligning product roadmaps with evolving customer needs and competitive landscapes.
- Implement data-driven decision-making to optimize product performance and user engagement, leveraging analytics to predict future customer behaviors.
- Foster a culture of continuous improvement and innovation, championing methodologies that prioritize rapid learning and adaptive development.
- Strategically design compelling value propositions that clearly articulate why a product or service is the preferred choice for target customer segments.
- Cultivate essential leadership skills for driving cross-functional teams towards shared goals of delivering exceptional products and memorable customer interactions.
- Equip yourself to tackle complex business challenges by developing integrated solutions addressing market demands, technological feasibility, and user desirability.
- PROS:
- Holistic Skillset: Graduates gain a rare dual expertise in product development and customer experience, making them highly versatile and valuable in modern organizations.
- Career Advancement: Prepares individuals for pivotal strategic roles, bridging the gap between technical teams, business objectives, and customer advocacy.
- Market Relevance: Addresses the growing industry demand for professionals who can create products that not only function well but also deliver exceptional emotional experiences.
- Practical Application: Emphasizes actionable strategies and tools, enabling immediate contribution to real-world projects and business challenges.
- CONS:
- Intensive Scope: The comprehensive nature of integrating both product development and customer experience management can be challenging for those new to either discipline, requiring significant dedication.
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