CXPA believes that CX training is best conducted by qualified providers delivering content grounded in the six competencies of CXPA’s Customer Experience framework. This framework was developed through an extensive, psychometrically valid job task analysis study that researched community consensus on the job task scope of the CX professional.
It’s comprehensive, yet easy to read covering best practices, fundamentals, and mastery of Customer Experience. Apply what you know with lesson activities and playbooks.
As imersões acontecem em formato remoto, com aulas ao vivo na plataforma Microsoft Teams, conteúdo e metodologia pensados para o aprendizado digital. Todas as imersões trazem teoria e prática para você exercitar suas habilidades técnicas.
Líder em Consultoria e Treinamento em Customer Experience & Success, Employee Experience, Cultura Organ, RH e Inovação
This book introduces a customer-centered approach to business by showing how data gathered from people while they work can drive the definition of a product or process while supporting the needs of teams and their organizations.
Contextual Design: Defining Customer-Centered Systems Read More »
Governments, NGOs, companies, and community members must all be involved in programs to create shared value, yet they work more often in opposition than in alignment.
Creating Shared Value Read More »
“We have to face the truth: the process of selling is broken. Customers have more choices and are under intense pressure. Yet few companies are facing this reality. When they don’t, a lingering malaise sets in.”
What the Customer Wants You to Know Read More »
As the dominant paradigm of economic activity is shifting to a focus on creating customer value, it is becoming increasingly clear that companies must be able to formulate business strategies, product and service strategies and internal operating strategies that accelerate the creation and delivery of customer value.
Business Strategy Formulation: Theory, Process, and the Intellectual Revolution Read More »
Ulwick’s outcome-driven programs bring discipline and predictability to the often random process of innovation.
What Customers Want Read More »
Tony introduced Clayton Christensen to the idea that “people have underlying needs or processes in their lives, that they are addressing in some way right now”—an insight that was to become Jobs-to-be-Done Theory.
Jobs to be Done: Theory to Practice Read More »
