0. INTRODUCTION

0.2 Customer Experience Introduction


Description
Your Sandsiv education path starts with the following section, "Customer Experience Introduction". This section will introduce you to the CX topic and give suggestions according to Sandsiv Customer Success Team experience with other CX initiatives.

This introduction aims to have all stakeholders (Consulting, IT, Business, CX Responsible, etc.) on the same level of know-how and awareness of what is needed.
Content
  • INTRODUCTION
  • Introduction (READ ME)
  • VIDEO- CX Introduction-Bad Experience
  • WHAT IS CUSTOMER EXPERIENCE (CX)
  • TEST- What is Customer Experience (CX)
  • EVOLUTION & BENEFITS
  • TEST- Evolution & Benefits
  • THE PILLARS
  • TEST- The Pillars activities
  • CUSTOMER EXPERIENCE (CX) METRICS
  • CX METRICS
  • TEST- CX Metrics
  • BASICS & RECOMMENDATIONS
  • SURVEY BASIC
  • VIDEO- Survey creation tips
  • BRIGHT SPOT ANALYSIS BASIC
  • VIDEO- Bright-spot analysis
  • CUSTOMER JOURNEY BASIC
  • PRACTICAL RECOMMENDATION
  • TEST- CX/VOC program Goals & Objectives
Completion rules
  • All units must be completed