Design Thinking: Customer Experience/ with Geoffrey Schwartz and frog.

Format:

Video

Author/Creator:

Schwartz, Geoffrey, speaker.

Contributor:

Frog, speaker.

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Video recordings.

Physical Description:

1 online resource

polychrome

Place of Publication:

Carpenteria, CA:: linkedin.com, 2017.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Learn what customer experience is, why it's important, and how it can be used to build strong and meaningful customer relationships.

Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction. Customer experience?or CX?is the summary of all the interactions a company has with a customer over time. While understanding how to consider and choreograph those interactions is undeniably complex, at its core, customer experience is about something quite simple: relationships. In this course, frog's director of strategy, Geoffrey Schwartz, introduces you to customer experience and why it's important in today's hypercompetitive world. Geoffrey breaks down the different components that make up a customer experience, like archetypes, activities, interactions, and experience principles. Throughout the course, he uses real-world examples to demonstrate how those components come together to form a company's relationship with their customers. At the end of the course, you'll have the foundational tools needed to take a holistic view of an organization's customer experience and identify opportunities that can deepen relationships and drive loyalty.

Participant:

Presenter: Geoffrey Schwartz

Notes:

6/06/20171

Access Restriction:

Restricted for use by site license.