このコースについて
13,447 最近の表示

100%オンライン

自分のスケジュールですぐに学習を始めてください。

柔軟性のある期限

スケジュールに従って期限をリセットします。

中級レベル

約17時間で修了

推奨:2-3 hours/week...

英語

字幕:英語
User
このCourseを受講している学習者は
  • User Experience Researchers
  • Marketing Specialists
  • Marketers
  • Marketing Managers
  • Customer Care Reps

習得するスキル

EmploymentLeadershipManagementCustomer Experience
User
このCourseを受講している学習者は
  • User Experience Researchers
  • Marketing Specialists
  • Marketers
  • Marketing Managers
  • Customer Care Reps

100%オンライン

自分のスケジュールですぐに学習を始めてください。

柔軟性のある期限

スケジュールに従って期限をリセットします。

中級レベル

約17時間で修了

推奨:2-3 hours/week...

英語

字幕:英語

シラバス - 本コースの学習内容

1
4時間で修了

Converging on a Common Definition for CX

11件のビデオ (合計61分), 4 readings, 1 quiz
11件のビデオ
CX All Around Us: Public Transport2 分
CX and Branding Teams: Titles, Scope and Organizational ¨Fit¨2 分
The CX ¨Tower of Babel¨6 分
Towards a More Complete CX Definition4 分
Making Sense of Variations of CJMs3 分
Customer Journey Mapping from an Expert: Beatriz Macarrón, Strategy Director, Garaje de Ideas19 分
The Context of ¨Why¨: The Value of Contextual and Observational Research5 分
So Many Touchpoints...5 分
It's All About Alignment (Part 1)3 分
It's All About Alignment (Part 2)5 分
4件の学習用教材
Required Reading: The CX Tower of Babel: What CX Descriptions Tell Us About Corporate CX Initiatives10 分
Required Reading: When and How to Create Customer Journey Maps10 分
Required Reading: Common Pitfalls of Customer Journey Mapping10 分
Recommended/Optional Readings/Resources10 分
2
2時間で修了

Customer Journeys as the Lens for Brand Experience

10件のビデオ (合計57分), 4 readings, 1 quiz
10件のビデオ
Mapping Branding Activities in the Context of Customer Journeys2 分
Aligning Brand Strategy with an Expert: Luis Villa - Strategy Director at Fjord - Accenture Interactive14 分
Evaluating the Contribution of Branding to CX1 分
Brand Guidelines and Their Impact on CX From an Expert: Leslie Andrachuk - Co-Founder of Alpha Woman13 分
The Reality of Brand Guidelines4 分
Brand Guidelines: Getting Your Colleagues to Pay Attention4 分
Branding Strategy Orphans4 分
Why CX Metrics Projects Miss the Mark3 分
Why You Should Do CX Metrics Projects Anyways4 分
4件の学習用教材
Required Reading: Packaging and Branding10 分
Required Reading: CX Measurement Strategies10 分
Required Readings: CX Dashboards10 分
Recommended/Optional Readings10 分
1の練習問題
Quiz 2
3
2時間で修了

Aligning Brand and Customer Experience across all touch points

10件のビデオ (合計65分), 6 readings, 1 quiz
10件のビデオ
Brand Messaging Confronts the Real World4 分
Death by 1000 CX Papercuts4 分
User Experience, Customer Experience, and the Relationship to Brand4 分
Why Product Teams Hate Branding Projects4 分
How Branding Projects Can Find Peace with Product Teams From an Expert: Julien Bouvet - Senior UX Designer, Axance13 分
Why Customer Service Gets Pulled in Different Directions4 分
Call Centers and Their Impact on Brand From an Expert: Ger Doyle - Global Head of Customer Operations, Roche Diabetes Care14 分
Don't Let the Chatbot Project be an IT Project5 分
What Behavioral Economics Tells Us About Where to Focus Our CX Efforts6 分
6件の学習用教材
Required Reading: A Fine is a Price10 分
Required Reading: Customer Experience vs User Experience: Why the Difference Matters10 分
Required Reading: UX Research and Market Research10 分
Required Reading: Building a Brand Through Customer Support10 分
Required Reading: Building Brand Touchpoints10 分
Recommended/Optional Readings10 分
1の練習問題
Week 3
4
2時間で修了

CX relationship with Employee Experience, Outsourcing and Ethics

10件のビデオ (合計46分), 9 readings, 1 quiz
10件のビデオ
Using a Value Proposition Canvas to Increase Team Alignment5 分
What is Employee Experience and Why Does it Matter?5 分
Understanding Where Your Colleagues are Losing the Brand Message4 分
What Drives a Company to Outsource Customer Touchpoints?4 分
The Hidden Costs of Outsourcing Customer Research4 分
Outsourcing Continued: How to Mitigate the Risks6 分
Ethics Matters Part 1: Where is Your Ethical Line?6 分
Ethics Matters Part 2: Using Customer Data for CX6 分
Some Final Words From Michael1 分
9件の学習用教材
Required Video: Value Proposition Canvas Explained by Alex Osterwalde10 分
Required Readings: Employee Journeys10 分
Required Video: RSA ANIMATE: Drive: The surprising truth about what motivates us10 分
Required Reading: How Business Partners Affect the CX with your Brand10 分
Required Reading: The biggest mistake companies make contracting market research10 分
Required Reading: Common customer experience strategy mistakes—and how to avoid them10 分
Required Reading: The misuse of data10 分
Required Reading: Learn How Anecdotal Evidence Can Trick You!10 分
Recommended/Optional Readings10 分
1の練習問題
Week 4
4.6
13件のレビューChevron Right

Branding and Customer Experience からの人気レビュー

by NSFeb 17th 2019

El curso está muy bien estructurado, además los vídeos explicativos y los artículos que contiene son muy útiles y ayudan a comprender el contenido del curso de manera sencilla y amena.

by CMFeb 1st 2019

I recommend this course because there is a lot to learn with reading, experts and the host regarding customer experience CX and employee experience. Thank you!

講師

Avatar

Michael Thompson

Customer Experience Professor
IE School of Human Sciences and Technology

IEビジネススクール(IE Business School)について

IE Business School is an internationally recognized business school where the leaders of tomorrow shape their ideas and learn to become global citizens. For over 40 years, IE Business School has promoted innovation and change in organizations, equipping managers with an entrepreneurial mindset that generates employment, wealth, and social well-being. Regularly featured among the top business schools in the world, IE Business School has an urban campus in Madrid and a faculty of more than 400 professors who teach students from approximately 90 countries in its undergraduate and master programs. IE uses innovative online, face-to-face, and blended learning formats, including the IE Communities Platform where knowledge and experiences are exchanged with over 50,000 IE graduates that currently hold management positions in more than 100 countries worldwide....

Branding: The Creative Journey専門講座について

This Specialization aims to make branding concepts accessible to every learner and to teach them to analyze and apply all the relevant concepts, using the broad and diverse toolkit of branding. It provides you with the necessary tools so that you are able to understand the brand behavior, understand the language of a brand and learn about the rational and emotional elements behind brands. It also attempts to make you understand the language of images. The amount of audiovisual content we receive today makes it hard for brands to break through that noise. It ends up teaching how to understand branding efforts in the context of customer experience. We must think in a strategic manner when creating brands. Branding is about co-creation and conversation between the audiences, customers and users. What is relevant is how people out there perceive and live the brand. Brands are the story, the personality and the culture of an organization; the intangible elements that form it....
Branding: The Creative Journey

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