Section 1 : INTRODUCTION
Lecture 1 INTRODUCTION TO BRAINMEASURES PROCTOR SYSTEM
Lecture 2 About Certification
Lecture 3 BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS 00:03:56 Duration
Lecture 4 COURSE MISSION 00:01:05 Duration

Section 2 : UPDATE - CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD
Lecture 1 INTRODUCTION 00:05:24 Duration

Section 3 : CUSTOMER EXPERIENCE MANAGEMENT (CX) CHEAT SHEET FOR BUSY PROFESSIONALS
Lecture 1 INTRODUCTION 00:02:11 Duration
Lecture 2 CUSTOMER EXPERIENCE LEADER 00:02:27 Duration
Lecture 3 CUSTOMER – CENTRIC APPROACH 00:00:59 Duration
Lecture 4 REDEFINE MISSION STATEMENT & VISION 00:01:10 Duration
Lecture 5 UNDERSTANDING CUSTOMERS & THEIR JOURNEYS 00:01:05 Duration
Lecture 6 ESTABLISH CLEAR BUSINESS GOALS 00:01:10 Duration
Lecture 7 CUSTOMER EXPERIENCE MEASUREMENT
Lecture 8 CUSTOMER PERSONAS 00:04:36 Duration
Lecture 9 CUSTOMER JOURNEY 00:03:48 Duration
Lecture 10 CUSTOMER JOURNEY MAPPING 00:04:39 Duration
Lecture 11 SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP 00:06:16 Duration

Section 4 : A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED
Lecture 1 PART 1 00:14:35 Duration
Lecture 2 PART 2 00:11:56 Duration

Section 5 : THE BENEFITS OF DELIVERING A GREAT CX
Lecture 1 THE BENEFITS OF DELIVERING A GREAT CX 00:06:06 Duration

Section 6 : BEST PRACTICES FOR CX LEADERS
Lecture 1 PART 1 00:00:57 Duration
Lecture 2 PART 2 00:14:48 Duration
Lecture 3 PART 3 00:07:42 Duration
Lecture 4 PART 4 00:03:33 Duration
Lecture 5 PART 5 00:03:11 Duration
Lecture 6 PART 6 00:06:58 Duration
Lecture 7 PART 7 00:01:04 Duration

Section 7 : A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE
Lecture 1 A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

Section 8 : VALUABLE CX INSIGHTS YOU NEED TO KNOW
Lecture 1 VALUABLE CX INSIGHTS YOU NEED TO KNOW 00:03:25 Duration

Section 9 : CUSTOMER EXPERIENCE PITFALLS TO AVOID
Lecture 1 CUSTOMER EXPERIENCE PITFALLS TO AVOID 00:02:19 Duration

Section 10 : TYPES OF CUSTOMER JOURNEY MAPS
Lecture 1 PART 1 00:01:31 Duration
Lecture 2 PART 2 00:01:16 Duration
Lecture 3 PART 3 00:01:33 Duration
Lecture 4 PART 4 00:00:46 Duration
Lecture 5 PART 5 00:01:23 Duration
Lecture 6 PART 6 00:01:43 Duration

Section 11 : COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID
Lecture 1 COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID 00:05:52 Duration

Section 12 : CUSTOMER EXPERIENCE (CX) VARIABLES
Lecture 1 CUSTOMER EXPERIENCE (CX) VARIABLES 00:08:18 Duration

Section 13 : HOW TO MEASURE AND ANALYZE CUSTOMER EXPERIENCE
Lecture 1 PART 1 00:02:22 Duration
Lecture 2 PART 2 00:02:14 Duration
Lecture 3 PART 3 00:02:03 Duration
Lecture 4 PART 4 00:03:22 Duration
Lecture 5 PART 5 00:01:39 Duration
Lecture 6 PART 6 00:01:02 Duration
Lecture 7 PART 7 00:01:07 Duration
Lecture 8 PART 8 00:00:49 Duration
Lecture 9 PART 9 00:03:14 Duration

Section 14 : TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE
Lecture 1 TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE 00:05:24 Duration

Section 15 : EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS
Lecture 1 EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS 00:02:37 Duration

Section 16 : WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS
Lecture 1 WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS- 00:08:34 Duration

Section 17 : MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT
Lecture 1 MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT 00:11:26 Duration

Section 18 : PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS
Lecture 1 PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS 00:04:26 Duration

Section 19 : PRACTICAL CX STRATEGIES USING TECHNOLOGY
Lecture 1 PRACTICAL CX STRATEGIES USING TECHNOLOGY 00:02:18 Duration

Section 20 : OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES
Lecture 1 OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES 00:02:37 Duration

Section 21 : HOW THE COVID-19 PANDEMIC CHANGED THE WORLD AND WHAT TO DO NEXT
Lecture 1 PART 1 00:07:57 Duration
Lecture 2 PART 2 00:04:54 Duration
Lecture 3 PART 3 00:07:04 Duration

Section 22 : HOW TO CREATE MEMORABLE CUSTOMER EXPERIENCES EVEN POST-COVID-19
Lecture 1 PART 1 00:07:00 Duration
Lecture 2 PART 2 00:09:53 Duration
Lecture 3 PART 3
Lecture 4 PART 4 00:06:29 Duration
Lecture 5 PART 5 00:07:32 Duration
Lecture 6 PART 6 00:07:29 Duration
Lecture 7 PART 7 00:08:53 Duration
Lecture 8 PART 8 00:08:45 Duration
Lecture 9 PART 9 00:08:26 Duration
Lecture 10 PART 10 00:04:50 Duration
Lecture 11 PART 11 00:03:07 Duration

Section 23 : HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY
Lecture 1 HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY 00:04:17 Duration

Section 24 : RESOURCESHELPFUL LINKS
Lecture 1 About Proctor Testing

Section 25 : 2020 - CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING
Lecture 1 CLIENT CENTRIC CULTURE 00:05:26 Duration
Lecture 2 CLIENT VS CUSTOMERS 00:02:53 Duration
Lecture 3 DEFINE WHO YOUR ACTUAL CLIENT IS 00:03:42 Duration
Lecture 4 THE KEY TO YOUR CLIENTS HEART (AND POCKET)- EMOTIONAL CONNECTION 00:04:51 Duration
Lecture 5 MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES 00:07:30 Duration
Lecture 6 BUILDING EMOTIONAL INTELLIGENCE 00:06:53 Duration
Lecture 7 HOW TO AVOID LOSING CLIENTS 00:09:47 Duration
Lecture 8 HOW TO RESOLVE ISSUES WITH CLIENTS 00:04:28 Duration
Lecture 9 THINGS TO CONSIDER WHEN YOU MANAGE CLIENTS 00:09:20 Duration
Lecture 10 THE SECRET TO HAPPY CLIENTS = HAPPY EMPLOYEES 00:06:30 Duration
Lecture 11 CLIENT SERVICES - HIRING 00:07:40 Duration
Lecture 12 CLIENT SERVICES - THE JOB DESCRIPTION 00:02:52 Duration
Lecture 13 CLIENT SERVICES - TRAINING 00:05:23 Duration
Lecture 14 HOW TO RUN A SUCCESSFUL CLIENT SERVICES DEPARTMENT - TOP TIPS 00:20:44 Duration
Lecture 15 MANAGING YOUR TEAM - TOP TIPS 00:09:50 Duration
Lecture 16 STATUS REPORTS & STATUS REPORT MEETINGS 00:24:28 Duration
Lecture 17 TIMESHEETS 00:03:52 Duration
Lecture 18 TEAM MEETINGS 00:03:33 Duration
Lecture 19 FIRST MEETING WITH A NEW CLIENT 00:02:30 Duration
Lecture 20 MEETINGS WITH CLIENTS - ADDITIONAL TIPS 00:03:44 Duration
Lecture 21 TOOLS THAT WILL MAKE YOUR LIFE EASIER
Lecture 22 TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES 00:02:59 Duration
Lecture 23 FINAL THOUGHTS