CCXP Exam Study Guide - Certified Customer Experience Professional

  • Course type: Self-paced
  • Available Lessons: 107
  • Average Lesson Length: 8 min
  • Eligible for Certificate: Certificate completed Yes

    Certificates show that you have completed the course. They do not provide credit.

  • Watch a preview:

    Customer Centric: Definition & Examples

  • CCXP Exam Study Guide - Certified Customer Experience Professional Practice Test
  • This course can be found in: CCXP Test Prep

    Thousands of practice questions, an in-depth CCXP study guide, and 100+ test prep video lessons

Course Summary

Refer to this comprehensive test prep course to get ready for the Certified Customer Experience Professional (CCXP) exam. The course goes over all of the concepts you'll need to know for the test, and you can make sure you're ready by taking the course's lesson quizzes and chapter exams.
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9 chapters in CCXP Exam Study Guide - Certified Customer Experience Professional

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 9)}}
Ch 1. Customer-Centricity & Engagement {{cp.topicAssetIdToProgress[636007].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Centric: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157203].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157203].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Client-Centric Experience: Definition & Example Score: {{cp.lessonAssetIdToProgress[157205].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157205].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157205].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157205].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer-Centric Companies: Culture & Examples Score: {{cp.lessonAssetIdToProgress[157207].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157207].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157207].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157207].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer-Centric Sales: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157209].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157209].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157209].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157209].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Service Culture: Definition & Overview Score: {{cp.lessonAssetIdToProgress[157211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157211].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157211].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Client Engagement: Model & Strategies Score: {{cp.lessonAssetIdToProgress[157213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157213].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157213].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Customer Engagement: Definition & Metrics Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Customer Engagement Strategies Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 9)}}
Ch 2. Customer Service Employee Relations {{cp.topicAssetIdToProgress[221187].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Building a Customer Experience Culture Score: {{cp.lessonAssetIdToProgress[462615].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462615].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462615].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462615].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - How to Recruit & Hire Customer Service Personnel Score: {{cp.lessonAssetIdToProgress[65306].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65306].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65306].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65306].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - The Importance of a Healthy Employer-Employee Relationship Score: {{cp.lessonAssetIdToProgress[57758].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57758].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57758].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57758].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - How to Empower Employees & Improve Employee Performance Score: {{cp.lessonAssetIdToProgress[2120].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2120].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2120].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2120].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What Is Employee Recognition? - Ideas & Examples Score: {{cp.lessonAssetIdToProgress[57767].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57767].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57767].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57767].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - What Are Employee Incentives? - Types & Examples Score: {{cp.lessonAssetIdToProgress[7864].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7864].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7864].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7864].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Financial Rewards for Employees: Definition & Types Score: {{cp.lessonAssetIdToProgress[7484].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7484].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7484].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7484].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - The Common Sense Approach to Team Problem Solving Score: {{cp.lessonAssetIdToProgress[58757].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58757].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58757].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58757].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Methods for Training Employees: Mentoring, On-The-Job & Job Rotation Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Coaching Customer Service Skills: Role of the Team Leader Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Employee Management & Customer Experience: Relationship & Examples Score: {{cp.lessonAssetIdToProgress[462657].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462657].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462657].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462657].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 9)}}
Ch 3. Organizational Adoption & Accountability with Customers {{cp.topicAssetIdToProgress[221189].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Are Business Goals? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[7878].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7878].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7878].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7878].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Project Management System: Definition & Example Score: {{cp.lessonAssetIdToProgress[65167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65167].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65167].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Relationship Management: Using CRM to Focus on Customers Score: {{cp.lessonAssetIdToProgress[1773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1773].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1773].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - The Planned Change Process Score: {{cp.lessonAssetIdToProgress[2065].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2065].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2065].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2065].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Organizational Culture and Change Score: {{cp.lessonAssetIdToProgress[2070].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2070].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2070].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2070].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - How to Prioritize Customers & Client Prospects Score: {{cp.lessonAssetIdToProgress[161349].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[161349].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[161349].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[161349].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Process Approach to Management: Definition & Concept Score: {{cp.lessonAssetIdToProgress[8486].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[8486].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[8486].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[8486].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Customer Experience: Definition, Factors & Lifecycle Score: {{cp.lessonAssetIdToProgress[65291].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65291].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65291].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65291].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - What is Customer Experience Management? Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - What is a Customer Engagement Manager? Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - What is a Customer Experience Manager? Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - What is a Customer Experience Director? Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(3, 9)}}
Ch 4. Customer Insight & Understanding {{cp.topicAssetIdToProgress[221191].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Voice of the Customer: Definition & Tools Score: {{cp.lessonAssetIdToProgress[198385].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198385].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[198385].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198385].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Voice of the Customer: Template & Examples Score: {{cp.lessonAssetIdToProgress[198389].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198389].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[198389].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198389].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Market Research: Definition, Analysis & Methodology Score: {{cp.lessonAssetIdToProgress[7463].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7463].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7463].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7463].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Methods for Measuring Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Satisfaction Surveys: Uses & Implementation Score: {{cp.lessonAssetIdToProgress[65752].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65752].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65752].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65752].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Using Surveys to Anticipate Customer Needs Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Focus Group: Definition, Methodologies & Example Score: {{cp.lessonAssetIdToProgress[17637].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17637].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[17637].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17637].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Net Promoter Score: Definition & Examples Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - What is Customer Satisfaction? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Using Call Mining to Analyze Customer Feedback Score: {{cp.lessonAssetIdToProgress[221193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[221193].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[221193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[221193].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Quantitative vs. Qualitative Research Score: {{cp.lessonAssetIdToProgress[2837].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2837].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2837].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2837].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Interpreting Quantitative & Qualitative Business Data Score: {{cp.lessonAssetIdToProgress[56063].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56063].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56063].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56063].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - Types of Data Analysis Score: {{cp.lessonAssetIdToProgress[62640].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[62640].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[62640].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[62640].bestScoreQuestions}}  Take Quiz Optional
Lesson 14 - Root Cause Analysis: Tools & Methods Score: {{cp.lessonAssetIdToProgress[141837].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[141837].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[141837].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[141837].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(4, 9)}}
Ch 5. Measuring Customer Experience {{cp.topicAssetIdToProgress[636009].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Is Total Customer Experience? - Definition & Model Score: {{cp.lessonAssetIdToProgress[6938].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6938].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[6938].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6938].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Methods & Tools for Assessing Customer Experiences Score: {{cp.lessonAssetIdToProgress[462669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462669].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462669].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Researching Customer Experience Strategies Score: {{cp.lessonAssetIdToProgress[462609].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462609].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462609].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462609].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Key Performance Indicators for Customer Experience Strategy Score: {{cp.lessonAssetIdToProgress[462611].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462611].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462611].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462611].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Difference Between Customer Experience & Customer Service Score: {{cp.lessonAssetIdToProgress[394453].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394453].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394453].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394453].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Benefits of Customer Experience Management (CEM) Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Customer Experience Management: B2B vs. B2C Score: {{cp.lessonAssetIdToProgress[462599].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462599].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462599].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462599].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - What is a Customer Experience Pyramid? Score: {{cp.lessonAssetIdToProgress[394477].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394477].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394477].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394477].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - What is a Customer Database? - Definition & Benefits Score: {{cp.lessonAssetIdToProgress[59846].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59846].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59846].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59846].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - How to Create & Use Customer Feedback Loops Score: {{cp.lessonAssetIdToProgress[65137].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65137].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65137].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65137].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Responding to Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65140].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65140].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65140].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65140].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Acting on Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65141].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65141].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65141].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65141].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(5, 9)}}
Ch 6. Customer Experience Design & Improvement {{cp.topicAssetIdToProgress[221195].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Process Improvement Methodologies Score: {{cp.lessonAssetIdToProgress[198333].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198333].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[198333].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[198333].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Importance of Consistency in Customer Experience Score: {{cp.lessonAssetIdToProgress[394461].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394461].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394461].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394461].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Design Thinking in Business: Definition, Benefits & Stages Score: {{cp.lessonAssetIdToProgress[472459].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[472459].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[472459].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[472459].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Using Design Thinking to Create Customer Experience Score: {{cp.lessonAssetIdToProgress[462621].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462621].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462621].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462621].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - The Ideate Stage in Design Thinking: Purpose & Methods Score: {{cp.lessonAssetIdToProgress[526897].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[526897].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[526897].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[526897].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Elements of the Service Design Process Score: {{cp.lessonAssetIdToProgress[40338].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[40338].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[40338].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[40338].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Setting & Exceeding Customer Expectations Score: {{cp.lessonAssetIdToProgress[57887].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57887].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57887].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57887].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Customer Personas: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Mapping the Customer Journey: Examples & Management Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - What is a Prototype? - Definition, Function & Theory Score: {{cp.lessonAssetIdToProgress[17647].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17647].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[17647].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17647].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Gap Analysis: Definition & Tools Score: {{cp.lessonAssetIdToProgress[142216].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[142216].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[142216].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[142216].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Customer Touchpoints: Definition & Examples Score: {{cp.lessonAssetIdToProgress[9273].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9273].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9273].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9273].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(6, 9)}}
Ch 7. Customer Service Metrics, Measurement & ROI {{cp.topicAssetIdToProgress[221197].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Service Metrics: Definition & Types Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Measuring Customer Satisfaction to Improve Retention Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Methods for Predicting Customer Needs Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Means-End Approach in Customer Needs Analysis Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Experience Dashboards: Definition & Uses Score: {{cp.lessonAssetIdToProgress[462673].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462673].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462673].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462673].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Product Development and Business Growth: Process & Strategies Score: {{cp.lessonAssetIdToProgress[1546].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1546].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1546].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1546].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Profitability Ratio: Definition, Formula, Analysis & Example Score: {{cp.lessonAssetIdToProgress[7473].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7473].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7473].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7473].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Return on Investment: Definition, Formula & Example Score: {{cp.lessonAssetIdToProgress[9539].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9539].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9539].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9539].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Financial Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65771].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65771].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65771].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65771].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Product Development Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65775].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65775].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65775].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65775].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - How CRM Can Maximize Upselling & Cross-Selling Opportunities Score: {{cp.lessonAssetIdToProgress[56312].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56312].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56312].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56312].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - How to Analyze Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65777].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65777].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65777].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65777].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - How to Interpret & Improve Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Lesson 14 - Building Improvement Plans with Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65778].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65778].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65778].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65778].bestScoreQuestions}}  Take Quiz Optional
Lesson 15 - Operational Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65772].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65772].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65772].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65772].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(7, 9)}}
Ch 8. Customer Experience Strategy {{cp.topicAssetIdToProgress[221199].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - How to Create a Customer Experience Strategy Score: {{cp.lessonAssetIdToProgress[394471].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394471].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394471].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394471].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Cross-Channel Customer Experience: Definition & Importance Score: {{cp.lessonAssetIdToProgress[462595].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462595].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462595].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462595].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Brand Awareness: Definition, Strategy, Metrics & Measurement Score: {{cp.lessonAssetIdToProgress[17630].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17630].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[17630].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17630].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Brand Marketing: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157179].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157179].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Brand Message: Examples & Overview Score: {{cp.lessonAssetIdToProgress[9581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9581].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9581].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Branding and Brand Equity in Business Marketing Score: {{cp.lessonAssetIdToProgress[1547].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1547].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1547].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1547].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - What is Social Media Engagement? - Strategy & Examples Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Improving Customer Experience through Websites, Email & Social Media Score: {{cp.lessonAssetIdToProgress[462685].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462685].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462685].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462685].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Customer Engagement Marketing: Definition & Strategies Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Cross-Cultural Communication: Definition, Strategies & Examples Score: {{cp.lessonAssetIdToProgress[7764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7764].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7764].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Major Job Attitudes: Satisfaction, Commitment, Engagement & More Score: {{cp.lessonAssetIdToProgress[6993].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6993].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[6993].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6993].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Strategic Business Units: Examples & Definition Score: {{cp.lessonAssetIdToProgress[5280].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[5280].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[5280].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[5280].bestScoreQuestions}}  Take Quiz Optional
Lesson 13 - Different Types of Business Strategies Score: {{cp.lessonAssetIdToProgress[14580].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[14580].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[14580].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[14580].bestScoreQuestions}}  Take Quiz Optional
Lesson 14 - Company Mission Statements: Definition & Examples Score: {{cp.lessonAssetIdToProgress[2062].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2062].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2062].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2062].bestScoreQuestions}}  Take Quiz Optional
Lesson 15 - Objectives & Action Plans in Customer Service Score: {{cp.lessonAssetIdToProgress[65510].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65510].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65510].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65510].bestScoreQuestions}}  Take Quiz Optional

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