Introduction

Gone are the days when a brand with superior product or service offerings would rule markets. With the ever-increasing competition, customer experiences are dictating brand perceptions and values making customer experience management more important than ever. One aspects that hinders brands from having a successful customer experience management framework is its highly dynamic nature of it. With customers preferring emails and calls a few years ago to social media becoming the preferred choice for customers to solve their queries, the CXM landscape is ever-changing. This makes it very difficult for professionals in the industry to keep up with the latest trends. 

This was the inspiration behind the inception of the Konnect Insights Academy. Made in collaboration with industry leaders and real-world case studies, Konnect Insights Academy is an initiative by the Konnect Insights team to give back to the CX community. 

The dynamic shifts in trends have made it all the more crucial for marketing and customer experience management teams to work in unison. In the manner that the Konnect Insights platform enables these teams to work as a single unit, the Konnect Insights Academy trains you to understand this new dynamic and how things actually work in the real world. 

The best part? It’s a free certification course which is guaranteed to take your career to the next level. It doesn’t matter if you are a fresher dipping your toes in the CX landscape or a professional with years of experience, Konnect Insights is designed to empower everyone with the latest and greatest CX knowledge.

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What makes Customers Experience important

With 86% of buyers ready to pay more for a better customer experience, it is important for brands to pay attention to their experience delivery. It was also observed that brands that excelled at providing high levels of customer experience, saw a 60% growth in their revenue generation. These statistics highlight the direct correlation between customer loyalty and a high level of customer satisfaction. 

While product and service offerings do play a significant role in the brand’s growth, a brand’s ability to give a personal touch and high levels of customer satisfaction are proven methods to ensure that customers keep coming back

Impact of good CX

No marketing efforts are ever going to be as beneficial as a satisfied customer. Positive word of mouth is by far the best kind of branding your brand can get. This can only happen when you are able to go above and beyond your customers’ expectations. 

According to a study, satisfied customers are up to 4 times more likely to recommend a brand to their friends. Following that, brands with increased levels of customer satisfaction can observe an overall drop of 25% of their customer churn rate. These 2 points combined can prove to be an exponential growth factor for overall customer acquisition and an overall increase in customers’ lifetime values, all in all increasing the revenue and guaranteeing brand success.

Challenges faced by CX professionals

The benefits of positive customer experiences are quite apparent and are very well understood by CX leaders across the globe however they still struggle with delivering seamlessly exceptional customer experiences. Let’s look at a few obstacles that they face in the real world:

Fragmented customer data

With the evolution of technology and the internet, customers reach out to brands through channels of their choice, be it calls, social media, review forums, or even emails. Managing this wide array of channels is very difficult task giving rise to gaps in the overall customer experience resulting in a steep decline in customer satisfaction.

Lack of personalization

Customers want to be identified by the brands and products they use. When brands try to resolve customer complaints and queries with system-generated conversation without a human touch, results in customers getting frustrated and result in a decline in the overall brand affinity. This is commonly seen when brands do not employ the proper framework to ensure that they are able to address every customer.

Inadequate training

As we discussed earlier, the CXM industry is ever-changing and it is very important for brands to ensure their employees are up to date with the latest trends in the industry. From shifting customer expectations to new methods of customer engagement, brands need to ensure they provide the right framework for their agents to arm themselves with the right information. 

With service professionals always swamped with customer queries and complaints, it is very difficult for them to do manual research and understand these trends.

This is where Konnect Insights Academy comes in. From the latest trends to the best tricks to tackle customer complaints and queries, this certification course by Konnect Insights is guaranteed to arm you and your team with the right tools and information needed to ensure you are delivering the best possible customer experience.

Why brands fail

Having understood the shifts in CX and why brands fail, let’s look at some real-world case studies.

A leading retail chain saw a drop of 30% drop in overall customer retention. The brand tried to improve its products but resulted in no positive outcome. On deeper investigation, it was noticed that the customers satisfaction levels were dropping because of repeated unresponsive interaction and delivery issues.

Another leading telecom brand saw a steep decline of 15% in its market share because they were not able to respond to customer queries. 

How Konnect Insights Academy Addresses the Need

Konnect Insights Academy offers a comprehensive solution for individuals and businesses looking to enhance their CXM skills when it comes to the best practices or recent trends in this industry. KIA courses offer a holistic and detailed curriculum designed to cover a wide range of concepts right from the basics of social listening and CXM to advanced workflow management, analytics, and BI tools, making sure that the viewers are well-equipped with the knowledge around CXM.

What you learn with Konnect Insights Academy:

• Social Listening
• Customer Experience Management
• Online Reputation Management
• Social Media Management
• Social media Analytics
• CXM analytics
• 4 Pillars of Omnichannel Customer Experience Management

KIA is an opportunity to arm yourself with all this knowledge and also learn how all this can be applied in the real world using the Konnect Insights platform.

Konnect Insights Academy structure

The academy currently has 2 courses, the customer experience management foundation course, and the Konnect Insights Mastery course.

The course is structured into several modules, each focusing on a critical aspect of CXM:

1. CXM Fundamentals
2. Customer Journey Mapping
3. Data-Driven Insights and Analytics
4. Personalization Techniques
5. Customer Feedback Systems
6. Practical Applications and Case Studies

Success Stories and Testimonials

Many individuals have already benefited from the Konnect Insights Academy courses and realized a lot of benefits

Hear what students say about the course

Wowed by the Konnect Insights Academy Mastery Course!
Just finished the course and I’m impressed! It covers everything from social listening to online reputation management, all in a way that’s easy to understand and apply.
Great for anyone who wants to improve their customer experience skills. Highly recommend!

This is a best course I’ve ever watched, this needs to be reached to all business organizations and to all business person out there.

I’ve recently finished the Mastery course at Konnect Insights Academy, and I must say, I’m truly amazed! Its comprehensive coverage of every aspect, ranging from social listening to ORM and other elements of Customer Experience, makes it stand out. It’s not easy to come across a course that seamlessly combines theory with practical application. Hats off to Konnect Insights for offering such a thorough and enlightening course! 

I took this course and it was a great match for me. As someone who is interested in customer experience management, I found the course to be very informative and helpful. The course covered a wide range of topics, from the importance of omnichannel customer experience management to the role of social listening and online reputation management.
I particularly enjoyed the section on the four pillars of omnichannel customer experience management, which provided a comprehensive overview of the different aspects of CXM.

It was a great foundation to starting my customer experience management journey. Very informative!

1. Visit the Registration Page: [Link to registration page]
2. Fill Out the Form: Provide your details and select your course preferences.
3. Receive Confirmation: You’ll receive an email confirmation with further instructions.
4. Start Learning: Access the course materials and start your journey towards mastering CXM.

Registering for the Konnect Insights Academy

Let’s look at how you can register for the Konnect Insights Academy

Head to the Konnect Insights Academy home page

Enroll for one of the courses

Confirm your email address

Head to the dashboard and start learning!

Why 2000+ professionals have registered?

The course is designed to empower you with the right knowledge to take your CXM game to the next level. All the information in the course is designed from a practical point of view. The best part? You can learn at your own pace.

Once you complete the course and answer the quiz accurately, you get certified! This certificate is easily shareable on LinkedIn and can add credibility to your profile. So what are you waiting for? It’s time to upgrade your CXM game!