CX Operations: Developing a Customer-Centric Operating Model

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Jeannie Walters

52:53

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01 - Introduction

01 - Discover the power of customer experience (CX) operations.mp4

00:59

02 - Align organizational structures for customer-centricity.mp4

01:30

02 - 1. Cross-Functional Operationalizing

01 - Establish a CX Center of Excellence.mp4

05:30

02 - Define your CX strategy with the CXI Compass tool.mp4

03:37

03 - 2. Creating a Centralized Customer View

01 - Unlock the benefits of a unified customer view.mp4

03:27

02 - Leverage customer data platforms (CDP) for centralization.mp4

04:18

03 - Assess data integration and governance priorities.mp4

05:56

04 - 3. Empowering Employees with CX Tools

01 - Engage every employee in the customer experience.mp4

05:11

02 - Break down silos.mp4

03:01

03 - Design AI-powered knowledge bases for employee empowerment.mp4

03:20

04 - Amplify the impact of customer feedback.mp4

03:27

05 - 4. Integrating AI into Your CX Ecosystem

01 - Enhance omnichannel engagement with AI-driven personalization.mp4

03:52

02 - Harness the power of AI-powered assistance for customers and employees.mp4

03:04

03 - Optimize issue resolution and feedback loops with AI.mp4

04:02

06 - Conclusion

01 - Embrace the future of customer experience operations.mp4

01:39

Description

Exceptional customer experiences are a key part of business success. In this course, Jeannie Walters, CCXP, helps leaders harness cross-departmental collaboration, advanced technology, and data-driven insights to create a cohesive, customer-centric approach that elevates the overall customer experience and drives business success. Jeannie shows how to leverage technologies like artificial intelligence, streamline processes, anticipate customer needs, and more ways to continuously improve your CX initiatives.

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Jeannie Walters

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Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.