Chief Customer Officer (CCO): Mastering CX, Support, and Retention

In today’s competitive market, businesses must prioritize customer experience (CX) to drive retention, loyalty, and business growth. This course is designed for professionals aspiring to become Chief Customer Officers (CCOs) or enhance their expertise in customer success, support, and service optimization.

Led by industry expert Mike Pritula, this course provides a structured approach to developing and implementing high-impact customer experience strategies. Through practical insights, best practices, and real-world case studies, you will gain the skills to lead customer-centric initiatives, optimize processes, and elevate service standards.

What You Will Learn:

• CCO Role & Responsibilities: Understand the strategic function of a Chief Customer Officer and how to drive company-wide CX transformation.

• Customer Service Strategy: Build and implement customer-centric strategies that enhance satisfaction, retention, and revenue growth.

• Customer Success & Loyalty: Develop frameworks for customer journey mapping, retention programs, and long-term engagement.

• Service Process Optimization: Streamline operations, integrate automation tools, and improve team efficiency in support and care functions.

• Customer Analytics & Metrics: Learn how to track, measure, and analyze key service performance indicators to optimize the customer experience.

• Handling Difficult Customers: Master conflict resolution techniques and strategies for managing escalations effectively.

• Future of CX & Innovation: Explore the latest trends in customer success, AI-driven support, and service automation.

Course Porgram:

Class 1: Role and Responsibilities of the Director of Customer Care

• Main tasks and key functions in the company.

• Impact on customer experience and business results.

• Key KPIs: NPS, CSAT, CES, FCR.

• Interaction with other departments (marketing, sales, product).

• Leadership and change management in customer service.

Class 2: Auditing Customer Care performance

• Audit Goals and Objectives: how to assess the current situation.

• Customer Journey Mapping: analyzing the customer journey.

• Data collection methods: surveys, interviews, feedback.

• Evaluation of key processes and indicators.

• SWOT analysis: strengths and weaknesses of the team.

• Identifying bottlenecks and defining growth points.

Class 3: Developing a customer service strategy

• Building the vision and mission of customer service.

• Defining long-term and short-term goals.

• Development of service policy and standards.

• Selection of service model: omnichannel, self-service and others.

• Preparation and implementation of the strategy.

Class 4: Managing the Customer Care Team

• Recruitment and adaptation of employees in the team.

• Training and development: regular trainings and coaching.

• Motivation systems: financial and non-financial.

• Performance management: regular appraisals and feedback.

• Building a culture of support and engagement.

• Creating career tracks for employees.

Class 5: Process Optimization, AI and Automation

• Analysis of current processes: how to determine what needs to be optimized.

• Using CRM and CCM systems.

• Implementation of automation: chatbots, AI and self-service.

• Building SLAs (service levels) and SOPs (operational standards).

• Monitoring and quality control of processes.

• Cases of successful automation in customer service.

Class 6: Key metrics and analytics

• Metrics for measuring customer experience: NPS, CSAT, CES.

• Team performance metrics: AHT, FCR, SLA.

• Analyzing feedback from customers.

• Reporting systems and data visualization.

• Using analytics for decision making.

Class 7: Dealing with difficult clients and situations

• Types of difficult clients and basic approaches to working with them.

• Conflict management: active listening techniques.

• Escalation: how and when to involve the manager.

• Standards of communication in crisis situations.

• Building a plan to prevent negative feedback.

• The role of empathy in working with clients.

Class 8: Innovation and the Future of Customer Service

• New technologies in Customer Care: what is important to know.

• Trends and best practices at the global level.

• The role of artificial intelligence and big data in customer care.

• Innovative approaches to omnichannelization.

• How to stay competitive in a changing world.

• Building long-term plans for service development.

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Course Structure:

The program consists of 8 structured modules, each covering a critical aspect of CX leadership. Lessons include recorded sessions, practical assignments, and actionable frameworks to implement immediately in your organization.

Why Take This Course?

• Industry Expert Instruction: Learn from an experienced customer service and CX leader.

• Practical Application: Gain actionable strategies, templates, and real-world best practices.

• Flexible Learning: Study at your own pace with on-demand recorded lessons.

• Certification: Earn a certificate upon completion to validate your expertise as a customer experience leader.

Take the next step in your career and become a high-impact Chief Customer Officer. Enroll today!