Course curriculum

  • 1

    Welcome to the course!

    • It's time for industry specific training
  • 2

    Agenda

    • Agenda
  • 3

    Introduction to Customer Experience

    • What customer experience is

    • What customer experience isn't

    • Why is customer experience important?

    • Customer experience and relevance to publishing
  • 4

    Know your customer

    • Do your research

    • Customer needs overview

    • Types of research

    • Industry data sources

    • Segmentation

    • Segmentation

    • Persona development

    • Creating customer journey maps

    • Customer journey maps

    • Empathy maps

    • User story maps
  • 5

    Your customer experience strategy

    • Kicking off your strategy

    • Where are we now, where are we going and how?

    • Did we get there?

    • Reaping the rewards
  • 6

    Measuring effectiveness

    • Building loyalty

    • Measuring and improving

    • Example outcome measures

    • Useful tools
  • 7

    The customer experience culture

    • Creating a Customer Experience culture

    • Embedding Customer Experience

    • Publishing specific challenges
  • 8

    Future trends

    • Future trends
  • 9

    Next steps

    • Test your learning

    • Congratulations! Here's what's next

    • More resources for you

    • Before you go