Detailed Course Information |
Apr 28, 2024
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| SCCE 100 - Customer Experience Management |
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Customer Experience Management (CXM) is a strategic direction organizations take to meet the new every-day changing needs of their target customers. This certificate is designed to provide the learners with updated tools and techniques to help them explore the strategies and concepts of customer experience management. It offers an innovative approach to how to assess, create and evaluate all processes related to customer experiences through a holistic applications that involves the whole organization.
Part of the: Certificate of Achievement in Customer Experience Management Learning Outcomes: Upon successful completion of this course, the student will be able to: 1-Identify the concept and value of Customer Experience Management CXM 2-Discuss the main components and characteristics of CXM 3-Analyze Customer needs and expectations and touch-points throughout the buying process 4-Design CXM holistic map for compelling customer experience 5-Evaluate the impact of technology and social media on CXM, customer loyalty and brand persona 6-Draw balanced CXM workflow chart 7-Select proper tools to identify gaps in Customer experience process 8-Select proper KPIs and action plans to ensure optimum performance 9-Develop employee engagement plans to ensure positive involvement in CXM process 10-Acquire other soft skills needed to work in CXM field 11-Design customer centric measurement tools, surveys, analytics and interpretation 12- Evaluate CXM reports’ findings and set alternative plans to overcome challenges and obstacles Admission Requirements for the above certificate(s): 1. Applicants must pass the Standardized English Proficiency Test (SEPT) and score level ENGG B1A or Pass ENGG A2D. 2. Applicants must have basic Computer Literacy Term duration: 6 Weeks Schedule: 2 Sessions/week - 5 Hrs/Session Or Term duration: 4 Weeks Schedule: 4 Sessions/week - 2.5 Hrs/Session Assessments and Attendance: Learners are assessed throughout the term by tests, quizzes, assignments, projects or other means of evaluation. End-of-term achievement tests measure learners’ overall performance in the course. The final grade in each course is based on learners’ performance on continual assessment measures and the final test. Final course grades are NOT based on attendance, since in accordance with SCE’s attendance policy, learners must attend at least 60% of the class sessions in order to be allowed to take the final examination. 6.000 Continuing Education Units 6.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture SCE Career Development Department Course Attributes: SCE-BSD-CSCM/CSPM/CLM Restrictions: Must be enrolled in one of the following Programs: Customer Experience Management Must be enrolled in one of the following Levels: Continuing Education Must be enrolled in one of the following Colleges: School of Continuing Education Must be enrolled in one of the following Departments: SCE Career Development |
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