Class introduction

Everyone, can you answer the following questions correctly?

• What is the keyword “customer experience” that is attracting attention in business these days?
• What exactly are the differences between CS, UX, CX, and BX?
• What does the customer experience team (CX team) do at the brand?

If you haven't answered any of the above questions correctly, please pay attention. For those of you who have heard the term customer experience (CX) but don't know exactly what it is and are confused about the term, we have prepared this class for you!

We, XS, have gained know-how in “customer experience (CX)” for 9 years in the business. For those who want to become a customer experience manager and advance their career at CX, we will be happy to share professional practical courses and work tips. We will clearly explain how to define and design a “customer journey map” to design a customer experience that is recognized by the company, how to conduct customer interviews to more accurately identify customers, how to smartly design FAQs and CS manuals, and furthermore, solutions to the job concerns of CS/CX managers.

We welcome everyone who dreams of becoming a CX manager, junior CX managers who don't have a shooter, and marketers, planners, and CEOs who want to know the basics of customer experience. Ready to grow together as a customer experience manager through classes?

Course effect

• You can accurately understand the concepts of CS, UX, CX, and BX.
• You can learn the tasks of a customer experience manager that is used 200% in the business, such as customer journey guidance, customer interview methods, and customer service methods.
• CX managers can design KPIs that can be set by CX managers along with what jobs they can expand their careers to.
• You can create a portfolio of CX managers needed when getting a job or changing jobs.

Recommended target

• Job preparedness students who want to get a job as a CX manager
• Junior CX manager practitioner without a shooter
• Other business people who want to know the basics of customer experience
• A CEO who wants to instill a customer experience culture in our company

Pre-course notes

• There are chapters with notion-based exercises, but you can also use a convenient documentation program.

Three reasons why this class is special

❶ A summary of the concept of customer experience (CX) to learn with examples

Do you really understand what customer experience (CX) is? We will discuss in detail the differences between CX and CS, what kind of work CX managers do in the business, and what career directions CX managers can take in the future. We've compiled job terms and concepts from the field of customer experience, so make it easy to understand all the concepts in one class!

▲ Chapter 1-1 The Concept of Customer Experience

▲ Chapter 1-3 The concept of customer personas

❷ Attribute training introducing essential skills for CX

The work of a CX manager varies from industry to industry and company to company, but the work skills that penetrate CX jobs are all the same. In order to become a recognized CX manager in any industry, we have summarized in detail the core skills that must be learned in the class.

• Map the customer journey to design a customer experience that is recognized by the company
• Conduct customer interviews to more accurately identify customers
• FAQ/ CS Manual Designing Smarter
• Sending CRM messages, etc.

It is organized only with content that is helpful to those who don't have a shooter or are starting a CX manager job for the first time. Learn skills with attributes in a short period of time and use them quickly in actual work!

▲ Chapter 3-3 Drawing a Customer Journey Map

❸ Create a CX manager portfolio for a successful career

This is the most frequently asked question from job preparedness students and workers preparing for a new job. “Can a CX manager job also create a portfolio that stands out?” Of course! In the class, we'll look at portfolios that look attractive in the industry along with various examples. I'll combine the skill set and work results that CX managers must include in a smart portfolio form. If you are stubborn in the class, you will now be the CX manager you want to work with at the company too!

▲ Chapter 7-3 Creating a standout portfolio together

▲ Create a portfolio together with Chapter 7-4 Notions