This
course is based on the increasing awareness today that the differentiating
factor in customer acquisition, retention, growth and profitability is customer
experience-that is being able to win customers hearts as well as their minds.
Customer experience management aims at equipping delegates with the tools to
strategically manage customer interactions at every touch point in their
organization, to leave a memorable impression on the customers. Using tools
like the voice of the customer and customer value analysis, participants will
be able to understand their customers better and offer them services that best
meet their needs and optimize the end-to-end total experience.
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