Professional Certificate in CX / Customer Experience Management by MTF Institute

What you'll 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)
Employee Experience (EX)

Requirements
For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.

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