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Design Thinking: Customer Experience

Introduction

Welcome
About this course

1. The Customer Experience Context

The age of the customer
What is customer experience?
Relationships as a customer experience strategy

2. The Layers of Customer Experience

The four components of customer experience
Archetypes
Activities
Interactions and principles

3. Customer Experience at Work

Strengthening customer relationships
Airbnb: A strong customer relationship

Conclusion

Recap and next steps

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