ISM Endorsed Customer Experience (CX) and Brand Activation Professional

The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program.

By the end of the course, participants will be able to:

• Explain the fundamentals of customer experience, its importance, key pillars, and essential terminology to build a solid CX foundation
• Conduct effective customer research, develop customer and employee personas, and align customer strategies with product and brand propositions
• Map and analyze customer journeys, identify key touchpoints, and apply emotion mapping to enhance customer interactions
• Measure CX performance, create actionable insights, and develop sustainable improvement strategies using CX dashboards and tools
• Design engaging brand activation programs that align with CX strategies and measure their impact on customer engagement and brand perception

The course will benefit a wide range of professionals in customer service, marketing, PR, communications, sales, and operations. It addresses professionals wishing to understand the importance and role of customer experience, design and implement CX programs, build their competencies in marketing and sales, and develop their skills in such disciplines.

• Customer service
• Service effectiveness measurement
• CX strategies  
• Journey mapping
• Creating customer and employee personas
• CX metrics and tracking
• Customer-centric sustainability