Nội dung khóa học

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1 Introduction
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1.1   Context 👈 HỌC MIỄN PHÍ
05:15
1.2   Agenda
01:59
CXD_Handout.pdf
00:00
2 Definition Of Customer Experience (CX)
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2.1   Brand Touchpoint 👈 HỌC MIỄN PHÍ
04:01
2.2   Example 1 Hotel Booking
04:11
2.3   Example 2 Online Shopping
03:35
2.4   Example 3 Shopping At Store
04:16
2.5   Definition Of Customer Experience (CX)
03:46
3 Roles Of Platforms
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3.1   Customer Experience vs. Customer Service vs. User Experience 👈 HỌC MIỄN PHÍ
02:37
3.2   Platform Content Hub & Event Workshop Webinar
06:59
3.3   Platform Media & Offline Store
05:12
3.4   Platform Online Store & CRM
05:40
3.5   Platform Product
05:37
4 CX Design vs CX Management
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4.1   CX Design vs. CX Management 👈 HỌC MIỄN PHÍ
04:48
4.2   Functional Roles
02:44
5 05 Principles Of CX Design & CX Management
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5.1   Customer-centric 👈 HỌC MIỄN PHÍ
05:06
5.2   Managing High-risk Touchpoints
03:02
5.3   Performing High-standard Service
02:41
5.4   Creative Value Design & Technology Application
06:31
6 04 Steps In Customer Experience Audit
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6.1   Step 1 Learning Overall Customer Satisfaction 👈 HỌC MIỄN PHÍ
05:33
6.2   Step 2 Developing Hypothesis
07:43
6.3   Step 3 Forming Deeper Hypothesis & Step 4 Clarifying Detailed Issues
05:21
7 Customer Experience Strategy (Brand CX)
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7.1   Every Platform And Touchpoint Connect To The Brand 👈 HỌC MIỄN PHÍ
03:43
7.2   Brand Positioning Strategy vs. Customer Experience Strategy 👈 HỌC MIỄN PHÍ
03:37
7.3   Customer Experience Strategy (Brand CX)
03:19
7.4   Brand Experience (Part 1)
07:43
7.5   Brand Experience (Part 2)
05:27
7.6   Product Experience
02:39
7.7   Service Experience
10:25
7.8   Experience Differentiator
06:11
8 Case Study Local Kid Dentistry
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8.1   Applying Design Thinking To Enhance Customer Experience 👈 HỌC MIỄN PHÍ
02:26
8.2   Step 1 Empathize
09:31
8.3   Step 2 Define
02:37
8.4   Step 3 Ideate & Step 4 Prototype
05:07
8.5   Step 5 Test
03:30
Customer Experience: Thiết kế Trải nghiệm Khách hàng
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THANH TOÁN