Courses

Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. In this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight. Discover operational and technological approaches to CX strategies Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech. Explore the crucial differences between Customer Experience and Customer Service This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty. Learn how to define Customer Value Proposition You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others. This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including: early-stage or aspiring customer success and experience management professionals; early career professionals looking for a CRM consultant role; business development and sales professionals; product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience. During the course we’ll be using the Salesforce Trailblazer platform.

Learn how to create customer personas to help you better connect with your customers and drive more sales.

Explore how leading communications providers are revolutionizing customer experiences in this 24-minute Oracle video. Dive into Swisscom's approach to delivering customer-centric experiences, data-driven care, and agile operations. Learn about their product portfolio, response to COVID-19, and journey of co-creation. Discover the impact of 5G on customer experience and the role of IoT in CX. Gain insights into why Oracle chose DX4C and how successful service providers are creating value through holistic, purposeful experiences across their businesses.

Customer Experience 360 View What you'll learn: Understanding the Customer Experience: provides a comprehensive introduction to customer experience, and how it affects business outcomesTools for Improving Customer Experience: dives deep into the practical tools and techniques used by leading organizations to improve customer experienceImplementing and Measuring Customer Experience Strategies: students will learn how to implement customer experience strategies within their organizationsomnichannel : definition , strategy and execution watchout Are you ready to take your customer experience (CX) strategy to the next level? We have an exciting opportunity for CEOs, marketers, and managers like you to enhance your understanding of CX and gain practical insights to create exceptional customer journeys. Introducing the Customer Experience Toolkit course - your comprehensive guide to mastering CX in the modern business landscape. In just 1.5 hours, you'll unlock valuable knowledge on CX definition, omnichannel experiences, digital CX, and optimizing processes and KPIs. Enroll in the Customer Experience Toolkit course now to discover the answers to vital questions that can transform your business, such as:Why does your customer leave? What is a loyalty program, and how can it benefit your business? Explore strategies to cultivate loyal customers and turn them into brand advocates; How can you build a customer persona Don't miss out on this invaluable opportunity to enhance your CX skills. Enroll now in the Customer Experience Toolkit course to gain the knowledge and strategies necessary to build exceptional customer experiences. Remember, a remarkable CX leads to loyal customers and business growth you can have an idea with a combination of training content that has led to groundbreaking achievements in different areas such as improving operational efficiency, enhancing customer loyalty, and boosting bottom-line profitability.

This course contains entertaining video lessons designed to help your employees learn more about improving the customer experience. Your employees will have the chance to understand what customer experience is and how to use customer feedback and analyze customer service metrics to ensure customer satisfaction.

Ultimately, the customer is the sole judge of the quality of an organizations’ offer and is the actor that, in one way or another, pays for it. Due to this, the customer experience is important and a point of departure for marketing and organizational development. Understanding Customer Experience is an open access graduate course from the Karlstad Business School in conjunction with the Service Research Center – CTF. The course is designed for professionals with an interest in customer experience and is available to both for-credit and non-credit participants. It is designed for professionals from a wide variety of business areas as well as public organizations. The level of the course content is on advanced university level based, builds on research conducted at CTF and is facilitated by active researchers. The course centers around – Open, collaborative and networked learning practices. – Interactive video lectures, openly available on all your devices. – You and your personal and organizational situation. We regard learning as a constructive, collaborative, self-directed and contextual process and believe that using the emerging ideas of networked learning is the way forward for lifelong learning. One major intention in designing the course this way is to develop a community of practice around the course content as well as research at CTF. More importantly, the course encourages and nurtures rich interaction through a number of open spaces such as our Twitter hashtag #uce151, and our participant blog hub. The open nature of the course and the sharing that it inspires, benefits current and future participants, especially as the goal of the course is to foster and develop long-term, authentic, professional connections. As such, the pedagogical design builds on other open courses such as CK008, EC&I 831, FDOL and ONL. Participants will upon completion of the course be able to: – reflect on central concepts and models linked to psychological aspects of the customer experience and customer experiences of the physical environment in the service sector, – reflect on central generic and contextual theories that explain why and how the phenomena of customer interaction is realized as well as affect strategies, – identify and evaluate sources of information in the area of customer experience, and – analyse, assess and handle complex customer experiences.

Learn about customer experience from the leadership level. Explore ways to engage your employees, listen to your customers, build a culture of customer advocacy, and more.

Explore a 24-minute keynote speech delivered by Darko Marjanovic and Vladimir Cuk at DSC EUROPE 24 in Belgrade on November 20th that examines how artificial intelligence is transforming customer experience. Discover insights from these industry experts as they discuss innovative approaches and strategies for leveraging AI to enhance customer interactions and satisfaction. Learn about cutting-edge applications and future trends that are reshaping how businesses connect with their customers in the digital age.

Customer service skills, customer support, customer experience training: Loyal clients with WORLD-CLASS customer service What you'll learn: #1 BEST customer service course on Udemy. Delight clients, make them feel special, and create customer loyaltyBuild super-fans who buy more, and recommend your business to friendsMake MORE REVENUE from repeat customers and referralsTurn even angry clients into loyal, long-term clients through amazing customer serviceEngage your customers in a better wayMake customers love youSocial media for customer serviceWORLD-CLASS student support: I answer 99% of student questions within 24 hoursPERSONALIZED HELP from the instructor: Join OFFICE HOURS Zoom call with the instructor and students to ask questions directlyUse empathy, emotional intelligence, and compassion in your customer service Earn your business more repeat buyers, and career growth for you as a customer service agent by delighting customers and creating "WOW" moments for them. GOODCUSTOMERSERVICEISYOURSECRETWEAPON The key to your business growth lies in thrilling your current customers - not just chasing new ones.When you provide a TRULY STANDOUTCUSTOMEREXPERIENCE, clients BUTAGAIN AND BRINGFRIENDS along, too. You can skip the constant chase and let your delighted clients do your marketing for you.Seasoned entrepreneurs know that an "OKAY" product won't cut it.Delivering exceptional customer service fuels customer excitement, sparking emotional "WOW" connections that make your product feel even better.When you ignite positive reactions in your customers, they connect those feelings with your brand - making them loyal fans who remember you and keep coming back. TWO KEYS TO MAKE CUSTOMERS YOUR BIGGEST FANS There are two essential strategies that turn one-time buyers into loyal superfans: 1)Customer EXPERIENCE - the proactive approach to delivering exceptional care. This means identifying your best clients and creating memorable touches—like a thoughtful birthday gift—that make them feel valued and appreciated. You need to go beyond meeting expectations and learn how to turn customers into loyal, enthusiastic superfans. 2)Customer SERVICE - the reactive approach. It means the skillful handling of challenges as they arise—addressing issues, resolving concerns, and turning problems into trust and loyalty. What’s the Difference Between Customer Experience and Customer Service? Customer Experience means proactively building loyalty from the start. It’s the extra mile that turns customers into advocates. Customer Service, however, is the essential, reactive support that transforms dissatisfaction into satisfaction, ensuring every customer interaction strengthens the relationship.Leverage BOTH as powerful tools - not just for happier customers, but to boost your brand, drive sales, and create lasting connections. WHAT IS CUSTOMER EXPERIENCE AND HOW IT IS DIFFERENT FROM CUSTOMER SUPPORT Customer experience is different from customer service. Customer experience is a proactive approach where you create ways to identify good clients and give them a better customer experience. For example, give them something for free when it's their birthday. They will appreciate that and become more loyal as customers. Customer experience is proactive whereas customer support is reactive. TURNEVEN ANGRYANDUNHAPPY CUSTOMERSINTOLOYAL CLIENTS WITHCUSTOMERSERVICE Angry customers are not wrong, crazy, or mean. They are just frustrated and they want your product to work for them. If you provide great customer service, respect them, listen to them, and offer a great solution that works and fixes their problems, you can turn them into clients who are loyal long-term. And it’s an OPPORTUNITY for you! WHATISCUSTOMEREXPERIENCE AND HOWITISDIFFERENTFROMCUSTOMERSUPPORT Customer experience is different from customer service. Customer experience is a proactive approach where you create ways to identify good clients and give them a better customer experience. For example, give them something for free when it's their birthday. They will appreciate that and become more loyal as customers. Customer experience is proactive whereas customer support is reactive. COURSEMATERIALISFROMSUCCESSFULPERSONALEXPERIENCE ANDINDUSTRY GOODPRACTICES Once I started applying the customer experience ideas in this course, it caused more positive responses from my customers, more sales, more repeat customers, more good reviews, and business growth. I rarely see other entrepreneurs apply these strategies, which is why I feel that they are only used by advanced and experienced entrepreneurs. Customer support isn't hard. It just requires care and attentiveness. REAL-WORLD STRATEGIES FROM PERSONAL SUCCESS AND INDUSTRY BEST PRACTICES THAT DRIVE REAL RESULTS These customer experience strategies come from real-life wins and proven industry practices.When I put these methods into action, I saw a dramatic shift: happier customers, more sales, repeat clients, glowing reviews, and real business growth.Very few entrepreneurs know or use these techniques, making them a true edge for experienced and high-level businesses.Outstanding customer support isn’t hard; it just takes genuine care and attention. SKILLS THAT WORK FOR ANY BUSINESS - ONLINE OR OFFLINE The skills you’ll gain in this course will help you retain loyal customers, grow your reputation, and increase revenue.For brick-and-mortar businesses, you’ll learn how to create a welcoming environment, and turn every visit into a reason for customers to come back.Online businesses will gain tools to deliver exceptional support through email, chat, or social media, building loyalty even without face-to-face interaction.Service providers, from consultants to local businesses, will discover strategies to wow clients, encourage referrals, and keep their schedules full. GET SPECIFIC STRATEGIES YOU CAN USE NOW This course cuts the fluff and gets straight to the point. Every lesson gives you practical steps you can apply immediately—no wasting time.Even if your customer service is already good, you’ll discover fresh ideas that work. And these strategies don’t take hours to implement. At every step, you’ll see ways to improve, keep more customers, and grow your business fast. RESPONSIVEANDCARINGINSTRUCTOR: WORLD-CLASSSTUDENTSUPPORT If you have questions, know that Iam here to help!Ianswer 99% of student questions within 24 hours. Many students tell me that other instructors don't respond. Well, I do because 1) I care about my students.2) I feel a responsibility to make sure that students get their money's worth from the course.3) I’m committed to delivering real value by giving you practical, actionable skills you can use immediately. MONEY-BACK GUARANTEE This customer service and customer experience course has an unconditional, Udemy-backed, 30-day money-back guarantee. This is not just a guarantee, it's my personal promise to you that I will go out of my way to help you succeed just like I'vedone for thousands of my other students. Invest in your future. Enroll today, improve your customer service, and see your business grow.

Explore the transformative landscape of customer experience in 2025 through this 22-minute Gartner ThinkCast episode featuring Distinguished VP Analyst Don Scheibenreif and host Alexis Wierenga. Discover how AI agents and machine customers are fundamentally reshaping customer experience strategies and why your most valuable customers might not even be human. Learn about the critical disconnect between CEO perceptions and actual customer expectations based on Gartner's latest CEO research, and understand how autonomous buyers are rapidly emerging as a dominant force in the marketplace. Examine the key blind spots organizations face when implementing AI-driven customer experience strategies, including the challenge of maintaining humanity and empathy in automated interactions. Gain insights into the emotional impact of AI adoption on both customers and businesses, and understand how to design experiences that work effectively for both human and machine customers. Master the art of balancing automation with human connection to build trust and drive growth, while exploring practical strategies for integrating voice of the customer programs in high-growth companies. Uncover the definition and significance of machine customers, see real-world examples of how AI agents are already influencing purchasing decisions, and learn how to navigate the complex dynamics of human-machine relationships in customer interactions. Receive actionable guidance on avoiding common pitfalls in customer experience design and discover proven approaches for creating customer experience strategies that succeed in an AI-first future.

Discover how to optimise customer experience within the digital economy Learn skills that will enable you to design and implement strategies to improve both customer experience and customer success.

Design A Branded Customer Experience That Differentiates What you'll learn: Learn how to define a brand purpose that will set the scene for your customer experience and align your organisation. About This CourseThis course, Customer Experience Management: Brand Promise & Customer Loyalty, can be enjoyed as a stand-alone course and - for maximum benefits - taken as the second in a three-course series entitled Customer Experience Management: Grow Your Business With A Purpose.In this course, the focus is predominately given to the importance of customer experience. Experts Shaun Smith and Andy Milligan will share the findings and research from their best-selling book, On Purpose: Delivering A Branded Customer Experience People Love, and some of the techniques their company, Smith+Co, uses to help organisations become purposeful in the experience they deliver to customers. They use case studies to illustrate the concepts and then teach you how to apply these principles to your own situation using the tools and guides provided. By the end of it you will be able to design a distinctive experience that will differentiate your brand. What Does It Mean To Be 'On Purpose'?Eight practices define the essence of being On Purpose. They describe the actions and behaviours of those brands that are transforming their markets through creating meaningful and intentional customer experiences; brands like Burberry, Zappos and Lego. In this rapidly changing world, it is vital for organisations to be agile and deliver customer experiences that differentiate them in the market place and continue to meet changing customer needs to sustain growth. Who Is This Course For?You may already be involved in some kind of experience programme within your organisation. But perhaps things are moving a little too slowly, there is confusion about how to proceed, or you are just not seeing the results you expected. Perhaps you haven't even started yet and want to get it right, first time. If any of these descriptions resonate, this workshop is for you. This course will be of particular interest to marketing executives and leaders responsible for the customer experience. What Will You Learn On This Course?There are three main things that strong brands do; They Stand Up for something that matters to customers, They Stand Out from their competitors and they Stand Firm by creating strong cultures that sustain them. This course will teach you how to design a customer experience that will differentiate your organisation. It will enable you to map the customer journey and determine the touchpoints that will become hallmarks for your brand. Finally, it will help you decide on the brilliant basics and magic moments that will make your brand legendary. Your InstructorsShaun Smith has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He is the founder of Smith+Co the UK based customer experience consultancy that has helped organisations create compelling customer experiences that achieve brand differentiation and customer loyalty. Smith+Co has worked with clients in a number of industries including retail, hospitality, financial services, travel and technology to name a few and was selected as the UK's Management Consultants of the year 2020 by the FT based on independent research by Statista.Shaun is co-author of five acclaimed business books. His latest book On Purpose explores how consumers are increasingly favouring brands that have a purpose beyond profit. Shaun has worked with senior executive teams in many sectors, spoken to audiences in 25 countries and appeared on CNN and CNBC. He is a former Fellow of the Professional Speakers Association and a Member of the Global Speakers Federation. Shaun is a recipient of the PSAE (Professional Speaking Award of Excellence).Andy Milligan advises business leaders internationally on how a sense of purpose builds better business and how to align your brand strategy with your customer and employee experience. He has worked with clients in a wide range of sectors including consumer goods, technology, automotive, finance, aviation, construction and engineering, as well as sports and not-for-profits.He is the co-founder of the award-winning strategic consultancy The Caffeine Partnership and an award-winning author of several best selling business books including Uncommon Practice, Brand It Like Beckham, BOLD and On Purpose. He has been a keynote speaker and workshop leader in Asia, USA and Europe, a regular contributor to BA's Business Life Magazine as well as appearing frequently on BBC and Sky News.

Module 1: The goal of any retail business is to increase sales, while also increasing customer satisfaction with the retailer’s brand.In this module, you will:Understand the concepts of loyalty management.Learn how to configure loyalty programs.Learn about affiliations.Learn about gift cards.Module 2: Product discovery in Dynamics 365 Commerce is a quick and simple way for a retail customer to discover products by browsing through categories and using search and filtering.In this module, you will:Learn about product discovery and its benefits.Learn about the types of product discovery.Module 3: Ratings and reviews help customers learn about products before they make a purchase decision by showing them what other customers think about those products. Ratings and reviews can also serve as a feedback mechanism that retailers can use to improve the quality of a product and therefore increase sales.In this module, you will:Learn how to manage, configure, and sync ratings and reviews in Dynamics 365 Commerce.Learn how to consume product ratings to help with customer interaction.Module 4: Product recommendations is a customer shopping feature in Dynamics 365 Commerce. The recommendations are based on the purchase trends of other customers in online and brick-and-mortar stores. Purchase trends are analyzed by using artificial intelligence and machine learning, which help Commerce provide different types of relevant product recommendations.In this module, you will:Learn how to enable and work with product recommendations.Learn about machine learning recommendations and recommendation lists and parameters.Module 5: Clienteling empowers sales associates to become trusted advisors and establish long-term relationships with their customers.In this module, you will:Learn about the clienteling solution in Dynamics 365 Commerce.Learn about the purpose of assisted selling.Learn the benefits of using Dynamics 365 Customer Insights with clienteling.

This convenient online corporate training course can help your employees learn the foundations of customer experience management. Assign these simple lessons to your employees to help them better engage customers and manage positive customer experiences.

Whether students come from a Branding or a Customer Experience background or perspective, this course will explore the synergies between and the intersection of the two sets of activities. While there are different approaches to defining a branding strategy, a branding project’s implementation impacts many departments and their customer-facing activities. In this sense, it’s essential to understand branding efforts in the context of Customer Experience. In this course, we will use a framework - adapted from Customer Journey Mapping - for focusing and organizing students' thinking about the operational implications of their branding projects. Through the framework, we will derive an operational language for aligning activities and measuring impacts across multiple departments and the customer touch points they manage.

This convenient Customer Experience: Help & Review course allows your employees to quickly study the foundations of customer experience. This course can help your employees improve their customer service skills and better facilitate the customer experience.

How to put your customers first, every time, in this intermediary course. What you'll learn: What Customer Experience Management is and the main challengesAll you need to know about CX Programs (what they are, how and when to start a CX Program)How to generate qualitative and quantitative insightsUsing customer feedback toolsHow to optimise your surveysKey insights about the Net Promoter ScoreTips to improve customer retentionA simple framework for transforming insights into actionHow to generate company-wide engagementPlenty of examples from industry's best-practices and mistakes This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business. During the 2-hour presentations, I have compiled the most frequent questions and challenges managers and executives face on a daily basis and I give you answers you can apply directly to make an impact now. It is a good place for you to start creating or optimising your CX Programme, with concrete steps to follow, so you don't get overwhelmed by the complexity of the topic. I tried to add many real-life examples, from research or directly from experience working with clients to give you very practical ideas for you to implement in your own CX Programme. I really hope you'll enjoy the course and I am looking forward to receiving your feedback. Small Edit April 2022: I did this course in 2020, believing I would update it yearly... I didn't! The content is still really much up to date, so don't be turned off when you see the different dates in the course. If you have more questions, don't hesitate to ask me directly here or contact me on my Linkedin.

Deliver an exceptional customer experience. Learn how to use customer service blueprinting to map and support the customer journey.

Learn what customer experience is, why it's important, and how it can be used to build strong and meaningful customer relationships.

Gain a sound basis of knowledge to further your customer experience strategies and skills.