This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business.
During the 2-hour presentations, I have compiled the most frequent questions and challenges managers and executives face on a daily basis and I give you answers you can apply directly to make an impact now.
It is a good place for you to start creating or optimising your CX Programme, with concrete steps to follow, so you don't get overwhelmed by the complexity of the topic.
I tried to add many real-life examples, from research or directly from experience working with clients to give you very practical ideas for you to implement in your own CX Programme.
I really hope you'll enjoy the course and I am looking forward to receiving your feedback.
Small Edit April 2022: I did this course in 2020, believing I would update it yearly... I didn't! The content is still really much up to date, so don't be turned off when you see the different dates in the course.
If you have more questions, don't hesitate to ask me directly here or contact me on my Linkedin.
Hi, I’m Matthieu Bonelli
I am a passionate Customer Experience Specialist helping large European companies becoming more customer centric.
I started my career in CX learning from some of the most customer focused organisations, such as Zalando and Casper.
Today, thanks to a strong focus in retail e-commerce, I help a few selected companies create CX Programs and move from CX ZERO to CX HERO, delivering each day more value for their customers while increasing profitability.
I don't consider myself a consultant, but a coach who supports the leaders day-in and day-out to ensure customer centricity becomes part of the company's DNA.
