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CX Learning Goals - Coggle Diagram
CX Learning Goals
Program Owner / Manager / Admin
Introduction to experience management
Signals to Action Training
CX Maturity
Monitoring the health of your program
In-system components to monitor program health
Program health overview & considerations
Contact list hygiene
Response rates & Abandonment
Survey length
Design your program to drive action
Survey Design
Introduction / Framework
Survey build
Scales & Metrics
Flow / Order
Look & Feel
Design Tips
In-System
Sampling Strategies
Recipient Strategy
Reporting Design
In-system
Design Tips
Personas / User Types
Reports
Flow / Order
Metrics / KPIs
Report types
Introduction / Framework
Inner Loop Design
Introduction to Inner loop
Apply / Best Practices
Operationalize
Outer Loop Design
Introduction
Operationalize
Apply / Best Practices
Develop an internal communication plan
Program rollout / introduction
Promote program
Results / updates
Introduction to Communication
Develop an internal training plan
Coaching Soft Skills
Train the Trainer
Introduction to Trainings
Addressing Business Goals & Objectives
Alignment & supporting business needs
Linking your program to business objectives
Goal setting
Compensation
Considerations for expanding your program
System Intergrations
Drive change across your organization
Quantifying Impact
Change Management
Introduction to Change Management
Change Mangement Levers
Implementing Change Management
Governance
Financial linkage
Finding Insights from your program's data
Techniques to find meaningful differences in the data
A/B Testing
Looking for trends (eg TA)
Benchmarking
Insights from Medallia
Value Framework
Introduction
Operationalize
Apply
CX Practitioner
Drive change across your organization
Quantifying Impact
Financial Linkage
Change Management
Governance
Improving the Customer Experience
Outer Loop Design
Journey Mapping
CX Maturity Assessment
S2A Training
Inner loop design
Addressing business goals & objectives
Linking your program to business objectives
Alignment & supporting business needs
Finding Insights from your programs data
Looking for trends
A/B Testing
Benchmarking
Techniques to find meaningful difference in the data
Insights from Medallia