Customer experience management

IMPORTANCE

Customer experience management is not a soft skill, and nor is it the traditional customer service view. Customer experience management is a science that, based on a vision and transversal understanding of all the interactions that a customer has with the company, their expectations and perceptions, seeks to deliver memorable performance and thus ensure that customers become promoters. and fans of the company.

Achieving this involves extensive and multidisciplinary knowledge of techniques, methodologies, tools and business vision. There are many examples worldwide and locally of companies that, by delivering a better experience to their customers, have better economic results: Apple, Coca Cola, Walt Disney, Starbucks, Mercedes Benz and Cirque du Soleil among the most traditional and well-known. ; in the digital world: Spotify, Airbnb, Amazon, Netflix and Uber, and also disruptive companies in traditional sectors such as Zappos.

• Program Postgrado
• Duration 300 Hrs.

• cartilla-digital Peso: 426.39 KB

AIM

Provide a set of knowledge and practical tools that allow you to design and manage the customer experience to achieve the acquisition, retention and loyalty of current and new customers.

• cartilla-digital Peso: 426.39 KB

MODULES

• Design of the customer experience strategy.
• Customer analysis.
• Voice of the customer program.
• Innovation focused on customer experience.
• Digital transformation of the customer experience.
• Cultural transformation and the internal customer experience.
• CEM implementation.

• cartilla-digital Peso: 426.39 KB