Lesson series

Introduction to Customer Experience

For new graduates, early starters and new beginners in CX and AI
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Sessions for everyone

Week One (Days 1-5)

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INTRODUCTION TO CX: DAY 1

What is CX?

We’ll dive into CX (Customer Experience) - discovering what it is, its history and how it differs from CS (Customer Service)
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INTRODUCTION TO CX: DAY 2

Rocket Parts

We’ll explore factors affecting customer service tools and technologies and decoding some of the industry acronyms
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INTRODUCTION TO CX: DAY 3

Top CX Challenges

We’ll help you understand CX challenges, improve customer interaction skills and measure customer satisfaction effectively.
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INTRODUCTION TO CX: DAY 4

Evaluating Performance Through Analytics

Uncover customer satisfaction, NPS, CSAT and the mechanics behind their workings
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INTRODUCTION TO CX: DAY 5

Creating a Winning Mindset

Master strategies for motivation, emotional intelligence and to cultivate an unstoppable winning mindset to help you excel in challenging situations

Sessions for everyone

Week Two (Days 6-10)

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INTRODUCTION TO CX: DAY 6

Understanding AI and its Importance

Discover AI concepts, and explore the power of human-AI teamwork with our deep dive into the world of AI tools and how they can supercharge your performance
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INTRODUCTION TO CX: DAY 7

Trusted Advisor: Authentic Account Management

Master the art of establishing trust through authenticity, communication and proactive habits that help you build lasting relationships
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INTRODUCTION TO CX: DAY 8

Solving Customer Problems at the Source with RCA

Introducing RCA (Root Cause Analysis) and how it can enhance your chances of providing customer satisfaction and operational efficiency
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INTRODUCTION TO CX: DAY 9

Effective Strategies for Handling Upset Customers

Boost customer satisfaction and build loyalty with strategies to help you engage in authentic, customer communications that end in resolution
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INTRODUCTION TO CX: DAY 10

Supporting Vulnerable Customers

We define vulnerability and explore legal protections and effective support strategies that provide effective support

Sessions for everyone

Week Three (Days 11-15)

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INTRODUCTION TO CX: DAY 11

Workplace Wellness: Reducing Stress

Improve your awareness of work-related stress and adopt self-care strategies to develop resilience when facing workplace challenges 
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INTRODUCTION TO CX: DAY 12

Top CX Sales Tips: Intro to Sales

Master CX sales with techniques to help you close cases, communicate effectively and manage your reputation for business success
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INTRODUCTION TO CX: DAY 13

Transforming Case Studies into Powerful Stories

Utilise case studies and testimonials to provide compelling reasons for customers to buy, boosting trust and improving sales
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INTRODUCTION TO CX: DAY 14

Understanding CX with Journey Mapping

Unlock Customer Experience insights through journey mapping, to better understand customers and deliver effectively
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INTRODUCTION TO CX: DAY 15

Market Insights and Competitive Analysis Essentials

Gain essential marketing insights and master competitive analysis techniques that help drive strategic directions and business growth

Sessions for everyone

Week Four (Days 16-20)

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INTRODUCTION TO CX: DAY 16

Anticipating Customer Needs

Learn proactive strategies that help you predict and resolve customer problems to foster positive, long-term relationships and customer loyalty
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INTRODUCTION TO CX: DAY 17

Listening Actively and Adapting

Master active listening techniques to enhance customer interactions, build rapport and meet their needs effectively and empathetically
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INTRODUCTION TO CX: DAY 18

Presenting Solutions and Closing Sales

Master the art of conversion by delivering practical and persuasive techniques to satisfy customer needs and drive successful customer engagements
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INTRODUCTION TO CX: DAY 19

Proposing a New Way: Reframing your Pitch

Develop a dynamic approach to pitching solutions by addressing customer objections and uncertainties effectively
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INTRODUCTION TO CX: DAY 20

Fastracx Bonus Module

An extra module to get you geared up and ready for real world customer experience scenarios
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