Customer Experience Foundations and the Customer Journey
Establishes customer experience as an end-to-end journey and connects customer service with stages, expectations, touchpoints and friction.
Read the whole first subject without an account: its lessons, summary and review questions.
Subject lessons
- Lesson 1 Customer Experience and Customer Service: Concepts and Boundaries
- Lesson 2 Customer Journey, Stages and Touchpoints
- Lesson 3 Expectations, Perceptions and Moments That Matter
- Lesson 4 Building an Evidence-Based Customer Journey Map
- Integrated subject summary Review questions
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