Expert level course

Expert level course

Quiz

Knowledge checks / quiz and final test

Certificate of completion

Certificate of completion

Self Transendence

Access to the CX community and course resources (with Premium Connect subscription)

clock

1–2 hours, plus 90-minute final test

Assessment-46

Competency assessments

Learning objectives

  • Source, build, and analyze customer data sets to draw meaningful conclusions

  • Identify key pain points and use analytical frameworks

  • Enrich customer data with business data

Course

1

Introduction to Customer Insights & Analytics

  • Identify the types of data that are critical to a holistic understanding of the customer experience

  • Explore the different types of CX metrics

  • Discover what makes a “good” CX metric, using Net Promoter Score as an example

  • Explore key data collection approaches and frameworks

Course

2

Operational Surveys

  • Explore the importance, benefits, and types of operational surveys

  • Design different types of operational surveys

  • Review key considerations in developing and deploying operational surveys

Course

3

Strategic Surveys

  • Discover the importance and benefits of the strategic survey approach

  • Design a strategic survey

  • Review key considerations in developing and deploying strategic surveys

Course

4

Predictive Analytics

  • Learn how to go beyond surveys and utilize predictive NPS

  • See how building predictive models can play an important role in turning insights into action 

Course

5

Root-Cause Analysis

  • Learn how to develop and test hypotheses for the customer experience

  • Go from high level reason to the underlying reasons that drive customer outcomes 

All our training courses and certificates are designed to engage you and your team in the purpose of customer advocacy, teach fundamentals, and lay the foundation for deep CX disciplines.

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