In an age when word-of-mouth has become weaponized, traditional marketing approaches to brand and reputation are no longer sufficient. This course educates business leaders on the changing market conditions of our Experience Economy, where experience-led brands have begun to dominate. It features an introduction to customer experience, employee experience, and intentional culture management, use cases, and metrics.
Learning Objectives
· Identify the critical connections between the future of work—redesigning organizations so “Employee Experience” (EX) and Customer Experience (CX) reign — and winning the battle for talent and customers
· Through use cases, recognize the numerous competitive advantages of the experience-led organization, how to embark on the change management journey, and the crucial differences between operational data (O data) and experiential data (X data)
· Recall human-centered design thinking and its applicability to desired business outcomes
Major Topics
· Customer Experience as Next-Generation Branding
· Employee Experience as the Future of Work
· Cultural analytics and culture management
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