Course curriculum

  • 1

    Foundation Customer Experience Masterclass

  • 2

    Chapter 1: Introduction

    • Introduction and how we will work

    • Copy of Before we begin, just a couple of questions to help me better understand your needs....
  • 3

    Chapter 2: Foundation of Customer Experience

    • Lesson 1: The Business EcoSystem

    • Lesson 2: Business a hundred years ago and what we have lost

    • Lesson 3: Deconstructing an experience

    • Lesson 4: The definition of customer experience

    • Lesson 5: The definition of employee experience

    • Lesson 6: Your experience essence

    • Lesson 7: The steps to improving your customer or employee experience

    • Quiz: Test your understanding
  • 4

    Chapter 3: Conclusion

    • Parting guidance

    • Before you go...