Customer Experience Management
EMIB / Executive Master in International Business
CharlotteGastonBreton
Charlotte Gaston Breton
Marketing
Madrid Campus
Course Objectives
Customer Experience Management
- Customer Experience Management (CXM) plays a crucial role in driving business success today. As a top strategic priority for many organizations worldwide, CXM directly influences profit, revenue, and growth. However, while it’s a hot topic, it’s also a complex field with concepts that are often vague and not always well-structured as a formal discipline.
- Understand the role of CXM: Learn why Customer Experience Management is a top strategic priority and how it impacts business success.
- Navigate the complexities of CXM: Gain clarity on the core concepts and methodologies that form the foundation of effective customer experience management.
- Develop a customer-centric mindset: Learn how to create value for your customers by anticipating their needs and designing experiences that exceed their expectations.
- Implement CXM strategies effectively: Explore practical tools to manage customer interactions across touchpoints, ensuring a seamless and positive experience.
- Measure and optimize CXM performance: Learn how to assess and continuously improve the impact of your customer experience efforts on business growth.
Course Contents
Customer Experience Management
- Overview
- Strategy
- Analysis
- Activation
Course Credits
Customer Experience Management
30
HOURS OF WORKLOAD