Course curriculum

  • 1

    Welcome

    • Welcome and introduction

    • Tell us about yourself
  • 2

    Chapter 1: The Right Information

    • 1.1 Overview

    • 1.2 A balanced research programme

    • Quiz 1.2

    • 1.3 What you need from your strategic research

    • Quiz 1.3

    • 1.4 What you need from your tactical research

    • Quiz 1.4

    • 1.5 Addressing decision needs with ad-hoc research

    • Quiz 1.5

    • 1.6 Combining research with internal data

    • Quiz 1.6

    • 1.7 The perfect customer experience

    • Quiz 1.7

    • 1.8 Insight = finding + interpretation

    • Quiz 1.8

    • 1.9 Your task

    • Reading and links

    • Downloads
  • 3

    Chapter 2: The Right Knowledge

    • 2.1 Overview

    • 2.2a Zero defects

    • Quiz 2.2a

    • 2.2b Zero defects cont.

    • Quiz 2.2b

    • 2.3 Good to great

    • Quiz 2.3

    • 2.4 Workshops to generate ideas and momentum

    • Quiz 2.4

    • 2.5 Actionability = Insight + Collaboration

    • Quiz 2.5

    • 2.6 Task

    • Reading and links

    • Downloads
  • 4

    Chapter 3: Action Plans That Work

    • 3.1 Overview

    • 3.2 Designing a CX Strategy

    • Quiz 3.2

    • 3.3 Setting and hitting targets: goals, plans, actions, habits

    • Quiz 3.3

    • 3.4 The keys to good action plans

    • Quiz 3.4

    • 3.5 Accountability & follow up

    • Quiz 3.5

    • 3.6 Change = Actionability + Planning

    • Quiz 3.6

    • 3.7 Task

    • Reading and links

    • Downloads
  • 5

    Recap and Next Steps

    • Course Survey

    • Recap and next steps