This engaging course, developed collaboratively by Toronto Business College and CX Hub, invites participants to explore the transformative world of exceptional customer experiences. It offers a rich blend of theory and practical examples to illustrate the impact of customer experience on both organizations and society.
Through 12 comprehensive modules, learners will delve into foundational concepts of Customer Experience (CX), explore emotional connections, and understand the pivotal role of leadership in fostering a customer-centric culture. By highlighting best practices from industry leaders like Disney, this course equips participants with the tools and strategies needed to enhance their organization’s customer interactions and create meaningful experiences.
Prepare to rethink how your brand engages with customers and uncover the profound benefits of mastering a human-centered approach to customer experience.
Course Learning Outcomes
By the end of this course, you will be able to:
- Summarise the key components and principles of Customer Experience, including the differentiation between Customer Support, Service, Success, Care, and Journey.
- Create a customer journey map and design an effective customer experience strategy using design thinking and user experience principles.
- Evaluate the emotional and psychological factors affecting customer perceptions and satisfaction.
- Assess the effectiveness of various customer service protocols, service recovery techniques, and communication strategies to enhance customer experiences across multiple touch points.
- Develop a comprehensive Customer Experience strategy that integrates environmental, social, governance, and experience pillars to ensure long-term business sustainability and customer satisfaction.
Course Structure
- CX Introduction
- CX Concepts
- Disney
- Service Delivery
- The Customer
- Experience Design
- Technology
- Leadership
- Emotional Connection
- CX Pillars
- Perception of Value
- Closing
Course Structure
- CX Introduction
- CX Concepts
-
Disney
-
Service Delivery
-
The Customer
-
Experience Design
-
Technology
-
Leadership
-
Emotional Connection
-
CX Pillars
-
Perception of Value
-
Closing
Course Evaluation
Each module contains between 1 and 9 lessons, and every lesson concludes with a “Check Your Knowledge” exercise to help consolidate your learning.
At the end of Module 12, you will complete a final assessment designed to evaluate your understanding of the entire course material. To earn your micro-credential certification, you must achieve a minimum score of 70% on the final assessment. This assessment consists of 30 questions and follows the same format as the “Check Your Knowledge” exercises to ensure a consistent learning experience.
Course Evaluation
Each module contains between 1 and 9 lessons, and every lesson concludes with a “Check Your Knowledge” exercise to help consolidate your learning.
At the end of Module 12, you will complete a final assessment designed to evaluate your understanding of the entire course material. To earn your micro-credential certification, you must achieve a minimum score of 70% on the final assessment. This assessment consists of 30 questions and follows the same format as the “Check Your Knowledge” exercises to ensure a consistent learning experience.
