The Customer Experience Curriculum
The Skills, Knowledge, And Mindset Behind Great Experiences
December 9, 2014
Why Read This Report
In the age of the customer, companies differentiate by delivering superior customer experiences. That requires all employees to become customer-obsessed and acquire the skills and knowledge they need to deliver the right experiences with the right level of quality. This report helps customer experience (CX) professionals determine the skills and knowledge that employees need and the groups of employees for whom they should tailor training to ensure that the organization can deliver great customer experiences. The report also addresses how companies should sustain customer obsession over time with continuous learning and reinforcement.
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Table of Contents
- Craft A CX Curriculum That Enables Customer Obsession
- Plan For Sustainability With Continuous Training And Reinforcement
- Evolve The Customer Experience Curriculum Over Time
- Supplemental Material
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