Resources

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Customer Experience is a new topic for many of us and although it feels like we just discovered it a few years ago, it really has been with us for many years. We are just redefining it now in the fast-paced digital world that surrounds us. We know that CX can feel overwhelming at times. Here you can find the resources that we are using to keep up with the change in Customer Experience. We feature courses we take, books we read or any resource of information that we find useful. We hope that we are able to demystify the topic of Customer Experience for you. Happy learning!

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*All opinions expressed on the DoingCXRight Blog and site pages are the authors' alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

Exclusive Event! Learn About CX, Big Data, Design Thinking & Cyber Security.

October 26th Calendar Date

SAVE 20% to attend The RU-Disrupt Innovation Summit by subscribing to DoingCXRight.

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Besides “on the job” training, reading books and taking courses, a great way to increase your business skills is by attending informative events. There is an exclusive one on October 26, 2018, The RU-Disrupt Innovation Summit, that will be well worth your time. There are over 25 influential and inspirational speakers planned covering important topics described below. In addition to interactive discussions, Q&A segments, and expert panels, attendees will also have the opportunity to network with high-level leaders across diverse industries, such as Oracle, Dun & Bradstreet, Verizon, AIG, Johnson & Johnson, Comcast, and more. This exclusive event is by invitation only through Rutgers University.  DoingCXRight subscribers may attend the summit and SAVE 20% ($239) using a special promo code until the event is sold out. Seating is limited.

What you will learn at the RU-Disrupt Event:

Customer Experience

  • The Customer Business Model Innovation
  • Redesigning Customer Experience Journeys
  • Measuring & Tracking Customer Experience
  • Understanding the New Customer

Design Thinking

  • Navigating Through Disruption with New Strategic Models
  • New Models for Hiring, Retaining & Growing People for the Future
  • Fostering a Culture of Innovation
  • Sustaining Growth with Best Practices for Organizational Design & Governance

Big Data

  • The Future of Big Data Security
  • Machine Learning & Artificial Intelligence
  • The Blockchain Revolution
  • Data Analytics Platforms & Tools

Cybersecurity

  • What’s the Big Deal about Cybersecurity
  • Cybersecurity Insurance Strategy & Risk Alignment
  • Risk Quantification, Vulnerability & Compliance
  • Managing Through a Breach

To attend request an invitation to the exclusive event. SAVE 20% (pay $956 instead of $1,195 full event price) by subscribing to DoingCXRight. We will provide you the promotion code immediately upon sign up so that you can enter it into the invitation request form.

About Rutgers University

Rutgers University offers professional certifications (online and classroom-based) focused on increasing knowledge and expertise in Customer Experience, Big Data, Design Thinking, and Cybersecurity. Stacy Sherman recently completed the Customer Experience (CX) course and shares her experience here for those exploring formal education. Feel free to contact Stacy if you have any questions.

Rutgers Customer Experience Course

Rutgers Customer Experience Certification Program

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal education program can accelerate one’s knowledge. I began exploring academic programs that would expand my understanding of CX best practices as well as provide an opportunity to meet people (Continue Reading…)

The Effortless Experience (book)

“The Effortless Experience” will give you a great competitive advantage in the human capital market place. It is a must read if you want to learn more about the customer experience metric that is mostly correlated to increase in revenues. This book will take you beyond CSAT (customer satisfaction scores) and NPS (net promoter score). Even if you do not agree with Matthew Dixon, you should know this approach. You never know. Your boss might believe in effort scores? We refer to this book in our “CX Bold Moves: Mobile provider eliminates remote workforce” post.

Image via Amazon

Chief Customer Officer 2.0 (book)

Jeanne Bliss wrote a fantastic introductory book, Chief Customer Officer 2.0, that we highly recommend for anybody who is interested to learn more about the value of investing in customer experience. This book is also great for anybody who is just starting Continue Reading →

2017 Consumer’s Voice Report

If you are looking for insight into consumer expectations, The Consumer’s Voice: Opinions, Perceptions and Expectations, from the Customer Experience Management Benchmark Series, produced by COPC and Execs in the Know, is a must read. Purchase and download the report and read more about the findings from this group of intelligent and insightful customer experience thought leaders.
Continue Reading →

Jargon Dictionary

Have you ever been overwhelmed by jargon or felt out of the loop because of the trendy business terms thrown around by consultants and executives?  You must check out this Jargon Buster from Smith + Co. This is the most comprehensive digital dictionary we Continue Reading →

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