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CX Disciplines 101

Customer Experience Management function comprises product optimization & research, product development, customer service, user experience (UX) designing, sales, and marketing. It is performed in the following steps.

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CX Disciplines 101

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  1. CX Disciplines 101 Transformative insights to enhance customer engagement

  2. How do we truly define CX Management ? Intelligent Listening Skills Customer Experience Management function comprises product optimization & research, product development, customer service, user experience (UX) designing, sales and marketing. It is performed in following steps. Strong Customer Commitment CXM Conducts User research Works on experience Design Technology Fluency

  3. Customer Journey Mapping 1. Customer Journey Mapping is animportant tool used by the CX managers as to study customer behavior and enhance the customers for tomorrow.

  4. Planning User Adoption Strategies 2. User Adoption is a process to introduce and acclimatize with the products. These are the 5 ways RoI benefit after user adoption of strategic execution of the process. Higher Marketing RoI Ensures higher customer Retention Lower cost-per-acquisition Lower customer marketing & retention cost Better customer lifetime value 1 2 3 4 5 2

  5. Using CX Technologies to your advantage 3. CX technology are applications that enhances brand-customer interactions at digital venues or through gadgets like mobile, tablets, voice boxes like Alexa and other technology interventions.

  6. Measuring Customer touchpoints 4. Customer touchpoints are metrics used by CX managers to collect impact rating on brand engagement which can be physical or digital and can be offsite and/or onsite.

  7. Thank you ! Offered by-IIM Kozhikode & Wiley NXT Official Channel PartnerMiles Education Upskill in Transformational Customer Experience Management. The only advanced management program that provides skill to design and deliver a unique, seamless and futuristic ways to meet customer needs.

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