บทที่ 1 What is Customer Experience?

         1.1 What you will learn in this module

         1.2 What is Customer Experience?

         1.3 Touchpoints

         1.4  The difference between CS and CX

         1.5 The relationship between CX and UX

บทที่ 2 Importance of CX to Business Success

        2.1 What you will learn in this module

        2.2 Why is CX important for a business?

        2.3 CX is Everyone’s Responsibility!

        2.4 What can we learn from Netflix about CX?

บทที่ 3 Knowing & Understanding Customers

       3.1 What you will learn in this module

       3.2 Understanding customers through Persona and Customer Journey Mapping

       3.3 What really matters to customer?

       3.4 Emerging trends during and after the COVID-19 Pandemic

บทที่ 4 CX Strategy Best Practices

       4.1 What you will learn in this module

       4.2 Create a clear customer experience vision

       4.3 Understand who your customers are

       4.4 Provide a personalized experience

       4.5 Analyze your competitors, market, and industry

       4.6 Use Analytics

       4.7 Reward loyal customers

บทที่ 5 Course Wrap Up