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Every data-driven leader leverages customer insights for all kinds of business decisions—the big ones (e.g. Should we charge for product returns?) and the minor ones (e.g. Should we implement the dark mode?) But how do you know where to start? We’re introducing today the CX Intelligence Academy - a series of online courses to help youanswer even the most challenging questions and doubts.
Let's take a closer look at this new learning experience from Chattermill.
What sparked the CX Intelligence Academy?
We've been in the CX industry for over a decade. We've watched businesses shift from traditional mass marketing to more targeted, data-driven, and customer-centric strategies to drive growth. Our experts were guiding the world's most customer-oriented companies toward experience-led growth, inspired by renowned brands like Apple, Uber, Tinder, and Ryanair. But getting to the point of driving sustainable growth from building excellent customer experiences takes hard work.
From those who are at the beginning of this journey, we often hear, "It's hard to prove the ROI from CX initiatives." If you feel the same way, you're not alone. So many CX, Customer Support, or Product leaders find it difficult to connect CX to business metrics. They often struggle to understand the links between NPS and revenue or gauge how negative experiences affect CLTV.
What we’ve learned is that connecting these dots is crucial. The future will simply be about creating a direct connection between customer experience and business outcomes.
That's why we created the CX Intelligence Academy: to fast-track your path to becoming a Data-Driven CX Expert.
This comprehensive training program will help you:
- Understand and quantify those risks and opportunities in your customer feedback that impact revenue and growth
- Leverage the Voice of the Customer to improve strategic business metrics
- Speak the language of leadership and prove that CX is a revenue-driving function for the business
What's inside the program?
Let's take a sneak peek at our content so you can pick the certification that suits you best. With five courses available, you'll have plenty of options to choose from. After completing an end-of-course exam, you'll get an industry-recognized certificate to showcase your expertise.
A Guide to experience-led growth
In this course, you'll learn how to apply our unique experience-led growth framework and leverage the power of outstanding customer experiences to drive sustainable business growth.
- Module 1: Introduction to experience-led growth
- Module 2: Insights from Customer-Centric Companies
- Module 3: Key Steps to Drive XLG
- Module 4: Empowering XLG Through Tech Solutions
This course will walk you through the key principles of analyzing customer feedback so you can start building your Voice of the Customer program with solid foundations.
- Module 1: Introduction to Customer Feedback Analysis
- Module 2: Key Metrics
- Module 3: Proving the Value of CX
This in-depth course will walk you through all the steps in how you can leverage Chattermill to analyze returns data and optimize revenue.
- Module 1: Introduction to Product Returns Analysis
- Module 2: Key Metrics in Returns Analysis
- Module 3: Navigating Returns: Delivery Framework
- Module 4: Culture and Organizational Setup
Voice of the Customer Metrics Analysis
You'll learn the most effective strategies for optimizing your Voice of Customer metrics, such as NPS and CSAT, to drive customer satisfaction and loyalty.
- Module 1: Introduction to Voice of the Customer Analysis
- Module 2: Key Metrics in Voice of the Customer Analysis
- Module 3: Delivery Framework
- Module 4: Culture and Organizational Setup
BONUS: Chattermill Platform Fundamentals (members-only)
Perfect for new starters or anyone who's a bit rusty, this course will walk you through the core functionalities of the Chattermill platform. Please contact your Customer Success Manager to get access.
- Module 1: Feedback Page Overview
- Module 2: Creating Reports
- Module 3: Building Dashboards
- Module 4: Managing Workflows
- Module 5: Account Settings
The best part? All CX Intelligence Academy courses will be completely free. Plus, you'll have the flexibility to pause, take breaks, and resume exactly where you left off, all at your own pace.
How else can you benefit?
The CX Intelligence Academy doesn't just equip you with everything you need to know about the most in-demand business skills. With an industry-recognized certificate, you'll also be seen as a data-driven CX professional.
As a Chattermill Certified Member, you'll be able to publish posts on our blog and share your expertise with thousands of visitors. You'll also get access to our exclusive network of industry experts, practitioners, and our thriving community.
Sign up today to get certified
The CX Intelligence Academy is now live! Take the lead by signing up early, selecting courses that align with your interests, and earning your certification to showcase your expertise. We can't wait to welcome you to our community!
