Customer experience training is aimed at two target groups:

• Employees or self-employed persons in management or a leading position in the field of information technology (IT), marketing, communication, service or sales.
• Interested persons with completed vocational training or relevant professional experience in the areas already mentioned who would like to acquire knowledge, skills and abilities in customer experience.

B2B customer experience management encompasses all customer interactions with the brand, including marketing, sales and customer service. In contrast to B2C CX, however, the customer is not a single person, but is made up of many stakeholders. B2B Customer Experience (CX) is very similar to B2C CX, but differs in nuances and therefore requires a personalized approach.

Customer Experience Management (CXM or CEM) is a system of technologies and marketing strategies that focus on customer loyalty, customer satisfaction and customer experience. CXM is an approach to customer relationships that goes beyond marketing tools and software. The goal is a digital transformation that truly puts the customer at the center of the business. A CXM approach prioritizes the orchestration and personalization of the entire customer experience from start to finish and enables this on a large scale, across all channels and in real time.

In principle, anyone can complete a Customer Experience Manager course, provided they have completed vocational training and have the relevant professional experience.

If you are unsure whether your previous professional experience counts as work experience, please contact the provider of your choice directly. They will certainly be happy to help you.

Customer Experience training is a course that concludes with a certificate from the school. Such qualifications are not recognized by the Federal Office for Professional Education and Training. However, this does not mean that they are less highly regarded in the relevant sectors or are less good than federally recognized diplomas. There are numerous training programs that conclude with a school certificate and are absolutely profitable and career-enhancing.

Tip: When looking at courses with school certificates, pay attention to the learning content, duration, costs, teaching methods, etc. and compare them with each other. Because they are not federally regulated, the learning content can differ from school to school.

Customer Experience Manager training provides you with the skills, knowledge and abilities you need to be successful in this field.

The course has a practical structure and you will not only learn the essential tools and methods for successful customer orientation in theory, but also apply them in practice in project and group work or on your own projects. This offers the greatest possible learning effect, especially as you can ask the teacher for help if you have any problems.

The subject matter can vary depending on the provider, but the following topics are usually covered:

• Strategy and management: How is CX or CEM defined? How can customer experience be measured and managed?
• Touchpoint optimization: How do I create personas? What tools are available for this? How do I create a customer journey mapping and how do I implement it? What optimization options are there for touchpoints? What types and techniques are there for personalized customer contact?
• Organization/processes: Innovation, project and change management, CRM
• Technology: What KPI concepts are there? How can KPIs be used in the customer experience? What types and possibilities of CRM systems are there?

In Jobs Customer Experience Manager you have the following tasks:

• communicate the principle of customer orientation within the company
• Identify and analyze existing structures and points of contact with customers, determine customer expectations and needs
• Document and evaluate customer behavior in customer journey maps
• Develop and implement optimization proposals
• Checking the acceptance, effectiveness and success of the measures
• Visualization of a customer loyalty concept
• Planning an event with the press spokesperson
• Analyze user behavior on a website

A Junior Customer Experience Manager communicates customer feedback to other departments and prepares trends in terms of content and graphics. They deal with complaints and returns. They ensure customer satisfaction and service quality, manage service providers and partners and report internally on relevant KPIs.

Customer touchpoint manager is a typical job description of the future. Because what actually happens in the "moments of truth" at the touchpoints between provider and customer determines success or failure. Synchronized processes at all touchpoints, the points of interaction between customer and provider, are a must from the customer's point of view in today's world. Companies need cross-divisional touchpoint management - and a customer touchpoint manager.

Once you have successfully completed the Customer Experience Manager training, you will be able to

• Adopting an effective and efficient customer perspective
• Recognize potential around customer expectations, customer satisfaction and customer enthusiasm
• Localize, analyze and solve problems and weaknesses regarding customer experience in communication, marketing, service or operations
• Develop customer journey maps
• Researching customer wishes and needs and using them in a targeted manner to strengthen customer loyalty
• Designing ideas for new services, products and services that have a positive impact on the customer experience

The following important criteria should be considered when choosing a school for CX Manager continuing education, further training:

• Technical and didactic skills of the lecturers
• Lesson times
• Reviews
• Location (if face-to-face teaching)
• Modern teaching methods
• Certifications

You can use these points to compare the respective schools with each other.