There is a professional figure in charge of managing the actions and setting guidelines to ensure that people's customer experience is positive, building loyalty in that customer who will probably speak well of the company and return to use its products and/or services. We are referring to the CX Manager , also known as CEM, Customer Experience Management . This person is in charge of developing a series of actions, initiatives and strategies to increase user loyalty to the brand. They are responsible for preparing a plan whose sole objective is to ensure that the consumer enjoys and is happy when using us as a supplier of products and services.
The examples we mentioned at the beginning are two practical cases of the strategies that come from the CX Manager team . Another action that perfectly illustrates their objectives is when discount cards are offered for future purchases. You place an online order at a clothing store that you have discovered on Instagram and they end up with promotions. Likewise when a driver picks you up at your door with his private vehicle to take you to the airport and offers you a coffee or drink and a snack to make the journey more pleasant. There are countless situations in everyday life that have customer experience specialists behind them .
The CX Manager who leads these teams has a broad role and iran whatsapp data covers all the departments of a company, since all the improvements made will have an impact on the final result. The only thing is that he will manage strategies with the first and final objective of improving the customer's purchasing experience . To do this, these are the tasks he must perform and the knowledge he must gather:
In-depth knowledge of the user, of the final target .
Design of innovative methodologies and tools to improve brand-customer interactions and implementation of strategies to gain in-depth knowledge of what current and potential buyers demand.
Developing a culture within the company that focuses on the end customer . The entire staff must be aware of how each link in the chain will ultimately contribute to the user's perception of a company.
Studying UX: types of studies and career opportunities
The profile of CX Managers and professionals who respond to the need for UX experts and everything that involves generating a satisfactory customer experience is on the rise. In fact, there are surveys that show that consumers increasingly value what surrounds a given product or service, and this is reflected in a study by Zendesk, which indicates that 70% of citizens invest more in companies that provide personalized and positive experiences .
That said… Are you considering studying UX ? Well, you’ve come to the right place, as the way forward is to take specialized training in the subject.
The Master in UX and Customer Experience from EAE Barcelona allows you to gain a 360-degree perspective on what customer experience ( CX ) and user experience ( UX ) are. You will find more details on the website, but we can tell you in advance that with this master's degree you will learn everything from how to conceptualize and design intuitive interfaces to the strategic role that CX Managers currently play within companies. That is where the answer to the job opportunities for this profile lies. Endless, and growing every day...