Section 1 : INTRODUCTION

Lecture 1 INTRODUCTION TO BRAINMEASURES PROCTOR SYSTEM Pdf
Lecture 2 About Certification Pdf
Lecture 3 BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS 3:56
Lecture 4 COURSE MISSION 1:5

Section 2 : UPDATE - CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD

Lecture 5 INTRODUCTION 5:24

Section 3 : CUSTOMER EXPERIENCE MANAGEMENT (CX) CHEAT SHEET FOR BUSY PROFESSIONALS

Lecture 6 INTRODUCTION 2:11
Lecture 7 CUSTOMER EXPERIENCE LEADER 2:27
Lecture 8 CUSTOMER – CENTRIC APPROACH 0:59
Lecture 9 REDEFINE MISSION STATEMENT & VISION 1:10
Lecture 10 UNDERSTANDING CUSTOMERS & THEIR JOURNEYS 1:5
Lecture 11 ESTABLISH CLEAR BUSINESS GOALS 1:10
Lecture 12 CUSTOMER EXPERIENCE MEASUREMENT
Lecture 13 CUSTOMER PERSONAS 4:36
Lecture 14 CUSTOMER JOURNEY 3:48
Lecture 15 CUSTOMER JOURNEY MAPPING 4:39
Lecture 16 SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP 6:16

Section 4 : A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED

Lecture 17 PART 1 14:35
Lecture 18 PART 2 11:56

Section 5 : THE BENEFITS OF DELIVERING A GREAT CX

Lecture 19 THE BENEFITS OF DELIVERING A GREAT CX 6:6

Section 6 : BEST PRACTICES FOR CX LEADERS

Lecture 20 PART 1 0:57
Lecture 21 PART 2 14:48
Lecture 22 PART 3 7:42
Lecture 23 PART 4 3:33
Lecture 24 PART 5 3:11
Lecture 25 PART 6 6:58
Lecture 26 PART 7 1:4

Section 7 : A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

Lecture 27 A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

Section 8 : VALUABLE CX INSIGHTS YOU NEED TO KNOW

Lecture 28 VALUABLE CX INSIGHTS YOU NEED TO KNOW 3:25

Section 9 : CUSTOMER EXPERIENCE PITFALLS TO AVOID

Lecture 29 CUSTOMER EXPERIENCE PITFALLS TO AVOID 2:19

Section 10 : TYPES OF CUSTOMER JOURNEY MAPS

Lecture 30 PART 1 1:31
Lecture 31 PART 2 1:16
Lecture 32 PART 3 1:33
Lecture 33 PART 4 0:46
Lecture 34 PART 5 1:23
Lecture 35 PART 6 1:43

Section 11 : COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID

Lecture 36 COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID 5:52

Section 12 : CUSTOMER EXPERIENCE (CX) VARIABLES

Lecture 37 CUSTOMER EXPERIENCE (CX) VARIABLES 8:18

Section 13 : HOW TO MEASURE AND ANALYZE CUSTOMER EXPERIENCE

Lecture 38 PART 1 2:22
Lecture 39 PART 2 2:14
Lecture 40 PART 3 2:3
Lecture 41 PART 4 3:22
Lecture 42 PART 5 1:39
Lecture 43 PART 6 1:2
Lecture 44 PART 7 1:7
Lecture 45 PART 8 0:49
Lecture 46 PART 9 3:14

Section 14 : TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE

Lecture 47 TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE 5:24

Section 15 : EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS

Lecture 48 EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS 2:37

Section 16 : WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS

Lecture 49 WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS- 8:34

Section 17 : MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT

Lecture 50 MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT 11:26

Section 18 : PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS

Lecture 51 PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS 4:26

Section 19 : PRACTICAL CX STRATEGIES USING TECHNOLOGY

Lecture 52 PRACTICAL CX STRATEGIES USING TECHNOLOGY 2:18

Section 20 : OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES

Lecture 53 OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES 2:37

Section 21 : HOW THE COVID-19 PANDEMIC CHANGED THE WORLD AND WHAT TO DO NEXT

Lecture 54 PART 1 7:57
Lecture 55 PART 2 4:54
Lecture 56 PART 3 7:4

Section 22 : HOW TO CREATE MEMORABLE CUSTOMER EXPERIENCES EVEN POST-COVID-19

Lecture 57 PART 1 7:0
Lecture 58 PART 2 9:53
Lecture 59 PART 3
Lecture 60 PART 4 6:29
Lecture 61 PART 5 7:32
Lecture 62 PART 6 7:29
Lecture 63 PART 7 8:53
Lecture 64 PART 8 8:45
Lecture 65 PART 9 8:26
Lecture 66 PART 10 4:50
Lecture 67 PART 11 3:7

Section 23 : HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY

Lecture 68 HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY 4:17

Section 24 : RESOURCESHELPFUL LINKS

Lecture 69 About Proctor Testing Pdf

Section 25 : 2020 - CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING

Lecture 70 CLIENT CENTRIC CULTURE 5:26
Lecture 71 CLIENT VS CUSTOMERS 2:53
Lecture 72 DEFINE WHO YOUR ACTUAL CLIENT IS 3:42
Lecture 73 THE KEY TO YOUR CLIENTS HEART (AND POCKET)- EMOTIONAL CONNECTION 4:51
Lecture 74 MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES 7:30
Lecture 75 BUILDING EMOTIONAL INTELLIGENCE 6:53
Lecture 76 HOW TO AVOID LOSING CLIENTS 9:47
Lecture 77 HOW TO RESOLVE ISSUES WITH CLIENTS 4:28
Lecture 78 THINGS TO CONSIDER WHEN YOU MANAGE CLIENTS 9:20
Lecture 79 THE SECRET TO HAPPY CLIENTS = HAPPY EMPLOYEES 6:30
Lecture 80 CLIENT SERVICES - HIRING 7:40
Lecture 81 CLIENT SERVICES - THE JOB DESCRIPTION 2:52
Lecture 82 CLIENT SERVICES - TRAINING 5:23
Lecture 83 HOW TO RUN A SUCCESSFUL CLIENT SERVICES DEPARTMENT - TOP TIPS 20:44
Lecture 84 MANAGING YOUR TEAM - TOP TIPS 9:50
Lecture 85 STATUS REPORTS & STATUS REPORT MEETINGS 24:28
Lecture 86 TIMESHEETS 3:52
Lecture 87 TEAM MEETINGS 3:33
Lecture 88 FIRST MEETING WITH A NEW CLIENT 2:30
Lecture 89 MEETINGS WITH CLIENTS - ADDITIONAL TIPS 3:44
Lecture 90 TOOLS THAT WILL MAKE YOUR LIFE EASIER
Lecture 91 TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES 2:59
Lecture 92 FINAL THOUGHTS