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Skills Customer experience management
• Customer Insights and Understanding
- Personas, Journeys mappen, Onderzoek, etc
• Customer Experience Strategy
- Strategie, Doelstellingen verbinden CX en Branding, Business case
• Metrics, Measurements, and ROI
- Feedback, KPI’s, Finance, Analyseren data, Dashboards
• Design, Implementation, and Innovation
- Design thinking, Prioriteiten, Project management, Verbeter-processen
• Culture and Accountability
- Change, Stakeholder management, Business case, HRM
Bron: CXPA