Introduction to Customer Experience (CX):

•        Definition and scope of customer experience.
•        Differences between CX, customer service, and UX.
•        The business case for CX excellence.
•        The evolution of customer expectations.
•        Emotional and rational drivers of CX.
•        Components of a CX ecosystem.
•        CX in B2B vs. B2C environments.

Understanding the Customer:

•        Customer expectations vs. perceptions.
•        The psychology of customer satisfaction.
•        Behavioral economics in CX: loss aversion, choice overload.
•        Empathy mapping and persona creation.
•        Identifying customer pain points.
•        Cultural considerations in CX.
•        Digital behavior trends and generational preferences.

Customer Journey Mapping:

•        Models of journey mapping
•        Key phases: awareness, consideration, purchase, retention, advocacy
•        Touchpoints vs. channels
•        Moments of truth and experience gaps
•        Journey map vs. process map
•        Visualizing the end-to-end experience
•        Building personas-based journey maps

Experience Design Principles:

•        Human-centered design in CX
•        Service blueprinting and ecosystem thinking
•        Applying design thinking stages to CX
•        Frictionless experiences and channel harmony
•        Proactive vs. reactive service design
•        Accessibility and inclusivity in design
•        Models of digital UX impact on CX

Voice of the Customer (VoC) and Feedback Systems:

•        Definition and importance of VoC programs
•        Types of customer feedback: solicited vs. unsolicited
•        Survey theory: design, timing, and response bias
•        Net Promoter Score (NPS), CSAT, CES – differences and use
•        Social listening and sentiment analysis
•        Triangulating qualitative and quantitative feedback
•        Closed-loop feedback principles

CX Metrics and Performance Indicators:

•        Categories of CX metrics: perception, descriptive, outcome
•        Interpreting NPS, CSAT, and CES scores
•        Leading vs. lagging indicators
•        Linking CX metrics to business performance
•        Voice of the employee (VoE) as a supporting measure
•        Benchmarking and industry standards
•        Challenges in CX measurement

Managing Emotions and Customer Expectations:

•         Emotional connection and its effect on loyalty
•        Customer expectation models
•        The psychology of apologies and recovery
•        Reducing effort vs. exceeding expectations
•        Scripts and behavioral consistency
•        Creating meaningful moments in service
•        Anticipatory vs. reactive experiences

CX Culture and Internal Alignment:

•        Building a customer-centric organizational culture
•        Models of cultural change
•        Aligning internal values with CX promises
•        Role of leadership in CX transformation
•        Incentive structures and employee empowerment
•        CX governance and cross-functional ownership
•        Diagnosing cultural misalignments

Omnichannel Experience and Technology in CX:

•         Definition and principles of omnichannel experience
•        Channel preference and switching cost
•        CRM systems and customer data platforms (CDPs)
•        Role of AI and chatbots in CX
•        Real-time personalization and automation
•        Consistency across online/offline channels
•        Ethical considerations in CX technology use
•        Developing CX Strategy “Best Practices”.