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Enroll in our Customer Experience Management Level 3 Advanced Diploma to gain the expertise needed to drive exceptional customer experiences and propel your career in the dynamic field of CEM. Whether you're a professional or an aspiring leader, this course equips you with the knowledge and skills essential for success in customer-centric roles.

Course Price:
Original price was: £194.00.Current price is: £19.99.
Course Duration:
13 hours, 57 minutes
Total Lectures:
Total Students:
Average Rating:
Elevate your expertise in customer experience with our advanced diploma programme. Covering an array of essential topics, this comprehensive course encompasses the introduction to Customer Experience Management (CEM), customer insights and analytics, designing exceptional experiences, implementing CEM strategies, measuring and evaluating customer experience, leveraging technology and tools, handling complaints and resolutions, ethical considerations, leading CEM teams, and exploring case studies and best practices. The course culminates in a final project and assessment, offering a well-rounded understanding of CEM principles.

What Will You Learn?

  • Gain insights into the fundamentals and principles of Customer Experience Management.
  • Utilize customer insights and analytics for informed decision-making.
  • Design exceptional customer experiences that drive satisfaction and loyalty.
  • Implement effective CEM strategies to enhance overall customer satisfaction.
  • Master the art of measuring and evaluating customer experience for continuous improvement.
  • Explore the latest technology and tools shaping the field of CEM.
  • Develop skills in handling customer complaints and resolutions with finesse.
  • Navigate ethical considerations in the context of CEM.
  • Acquire leadership and management skills specific to CEM teams.
  • Analyze real-world case studies and best practices in Customer Experience Management.

Who Should Take The Course?

  • Customer experience professionals seeking advanced knowledge.
  • Marketing and sales professionals aiming to enhance customer interactions.
  • Business owners and leaders committed to elevating customer satisfaction.
  • Individuals interested in pursuing a career in Customer Experience Management.


  • Basic understanding of customer service and business concepts.
  • Access to a computer with internet connectivity for course materials.
  • Enthusiasm for improving and managing customer experiences.
  • A commitment to completing the final project and assessment.

Course Curriculum

    • Fundamentals of Customer Experience 00:26:00
    • Importance of CEM in Business 00:23:00
    • Customer Journey Mapping 00:25:00
    • Data Collection and Analysis 00:21:00
    • Customer Segmentation 00:29:00
    • Predictive Analytics for CEM 00:24:00
    • Service Design Thinking 00:26:00
    • Creating Touchpoint Experiences 00:23:00
    • Personalization and Customization 00:24:00
    • Customer Feedback and Surveys 00:22:00
    • Voice of the Customer (VoC) Programs 00:25:00
    • Employee Engagement in CEM 00:22:00
    • Key Performance Indicators (KPIs) for CEM 00:23:00
    • Net Promoter Score (NPS) 00:26:00
    • Customer Effort Score (CES) 00:20:00
    • Customer Relationship Management (CRM) Systems 00:25:00
    • Customer Feedback Management Software 00:21:00
    • Social Media Listening and Engagement 00:23:00
    • Complaint Handling Best Practices 00:24:00
    • Service Recovery Strategies 00:23:00
    • Building Customer Trust 00:22:00
    • Data Privacy and Ethics 00:25:00
    • Transparency and Trust 00:21:00
    • Responsible Marketing 00:27:00
    • CEM Team Roles and Responsibilities 00:21:00
    • Leadership Skills in CEM 00:20:00
    • Change Management for CEM 00:26:00
    • Real-world CEM Success Stories 00:27:00
    • Industry-specific CEM Examples 00:28:00
    • Emerging Trends in CEM 00:22:00
    • Capstone Project Guidelines 00:26:00
    • Presentation and Reporting 00:22:00
    • Evaluation and Graduation 00:20:00
    • Exam of Customer Experience Management Level 3 Advanced Diploma 00:50:00
    • Order Certificate 00:05:00

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