En este nivel buscamos no solo que te familiarices con el contenido, sino que logres alinearlos y generes sentido para lograr el desarrollo de la experiencia en pos de los clientes y resultados de negocio. Este nivel está compuesto por 51 cápsulas donde hablaremos de: Estrategia CX, Cultura, Medición y VOC, Design Thinking, Implementación de herramientas y Brand Experience.
Nivel Content
Módulo Estrategia CX
Cápsula 1: Estrategia CX
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Cápsula 2: Historia y contexto
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Cápsula 3: Importancia de gestionar CX
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Cápsula 4: La estrategia
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Cápsula 5: Perspectiva relacional
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Cápsula 6: Cuatro perspectivas para la estrategia parte 1
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Cápsula 6: Cuatro perspectivas para la estrategia parte 2
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Cápsula 7: Definición de la Estrategia
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Cápsula 8: Cómo bajamos la estrategia a tierra – Parte 1
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Cápsula 8: Cómo bajamos la estrategia a tierra – Parte 2
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Cápsula 9: Cierre
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Módulo Cultura CX
Cápsula 1: Cultura centrada en el cliente
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Cápsula 2: Papel del Customer Experience Manager, líderes y facilitadores de Experiencia de Cliente
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Cápsula 3: Conocer el nivel de madurez de tu empresa para la Experiencia de Cliente
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Cápsula 4: Barreras a la implementación de la cultura
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Cápsula 5: Etapas de implantación de Cultura CX
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Cápsula 6: Etapa de creación
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Cápsula 7: Etapa de Mantenimiento: la cultura centrada en el cliente se instala
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Cápsula 8: Rol de RRHH en el proceso de implementación de Cultura CX
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Cápsula 9: Proceso de RRHH claves para asegurar la cultura CX Parte I
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