About the Course

Are you an established or new CX or CS leader in the SaaS industry looking to elevate your skills and fast-track your journey to digital maturity? Our course is designed to equip you with the tools and strategies needed to excel in the competitive SaaS landscape. Join us to unlock the secrets to mastering digital CX and CS strategies and propel your career to new heights. Enroll now and take the first step towards becoming a digital CX/CX expert.

About the Creator

Hello, I'm [Your Name], and I've spent years honing my expertise in digital CX and CS strategies within the SaaS industry. I understand the challenges you face as a leader in this competitive space and am excited to share my knowledge with you. My goal is to empower you to achieve your full potential in driving customer success and loyalty through innovative digital strategies.

Course Curriculum

7 Chapters · 54 Lessons

  1. 1

    Introduction to The Digital CX Masterclass

    1. Welcome to the Digital CX Masterclass Free preview
    2. (Included in full purchase)

      Welcome & Orientation

  2. 2

    Part 1: Foundations & Strategy

    1. (Included in full purchase)

      The Heart of Digital CS - Creating Exceptional Experiences at Scale

    2. (Included in full purchase)

      Digital CX Definitions + Operating Models

    3. (Included in full purchase)

      ICP & Segmentation

    4. (Included in full purchase)

      The Digital CS Sweet Spot

    5. (Included in full purchase)

      The Executive Business Case (ROI, P&L, Retention, Adoption)

    6. (Included in full purchase)

      Digital Program Governance

    7. (Included in full purchase)

      Live Call - Part 1: Foundations & Strategy

  3. 3

    Part 2: Customer Lifecycle & Engagement

    1. (Included in full purchase)

      Weekly Office Hours

    2. (Included in full purchase)

      Lifecycle Journey Mapping

    3. (Included in full purchase)

      Actions: Internal vs. Customer | Human vs. Digital

    4. (Included in full purchase)

      Digital Onboarding - Designing Time-to-Value at Scale

    5. (Included in full purchase)

      Expansion & Upsell - Building Digital Plays That Grow Revenue

    6. (Included in full purchase)

      Channel Strategy - Meeting the ICP Where They Are

    7. (Included in full purchase)

      Mapping Target Segments to Moment Trigger Points

    8. (Included in full purchase)

      Triggers & Signals (Reactive vs Proactive Plays)

    9. (Included in full purchase)

      Handling Lack of Product Telemetry

    10. (Included in full purchase)

      Exceptional Moments at Scale - Incorporating Hospitality in the Lifecycle

    11. (Included in full purchase)

      Live Call - Part 2: Customer Lifecycle & Engagement

  4. 4

    Part 3: Tools, Data & Automation

    1. (Included in full purchase)

      Weekly Office Hours

    2. (Included in full purchase)

      Data Cleanliness, Gaps & Integration

    3. (Included in full purchase)

      Health Scoring

    4. (Included in full purchase)

      Automation Inventory & Prioritization

    5. (Included in full purchase)

      Tech Stack Landscape (Choosing Tools Without Over-Tooling)

    6. (Included in full purchase)

      Vendor Strategy & RFP Criteria

    7. (Included in full purchase)

      Live Call - Part 3: Tools, Data & Automation

  5. 5

    Part 4: Org Design, Process & Enablement

    1. (Included in full purchase)

      Weekly Office Hours

    2. (Included in full purchase)

      Org Structure, Roles & Responsibilities

    3. (Included in full purchase)

      Stakeholder Cadence & RACI

    4. (Included in full purchase)

      Content & Customer Education

    5. (Included in full purchase)

      Customer Community - Building a Strategic Digital CS Asset

    6. (Included in full purchase)

      Risk & Failure Playbooks

    7. (Included in full purchase)

      Team Training & SOPs for Digital Workflows

    8. (Included in full purchase)

      Scaling Empathy by Systematizing Exceptional Moments

    9. (Included in full purchase)

      Internal Change Management - Selling the Shift Internally

    10. (Included in full purchase)

      The CSM as a Customer - Designing the Internal Digital Cockpit

    11. (Included in full purchase)

      Live Call - Part 4: Org Design, Process & Enablement

  6. 6

    Part 5: AI, Ethics & The Future

    1. (Included in full purchase)

      Weekly Office Hours

    2. (Included in full purchase)

      AI as Teammate

    3. (Included in full purchase)

      Prompt Ops & Evaluation

    4. (Included in full purchase)

      Ethics, Bias & Data Governance

    5. (Included in full purchase)

      Director vs Doer - Redefining Work in the AI Era

    6. (Included in full purchase)

      Future Proofing with Defensible Skills

    7. (Included in full purchase)

      Personalization vs. Creepy

    8. (Included in full purchase)

      Live Call - Part 5: AI, Ethics & The Future

  7. 7

    Part 6: Implementation & Scaling

    1. (Included in full purchase)

      Weekly Office Hours

    2. (Included in full purchase)

      Launching Your First Program (30-60-90 Plan)

    3. (Included in full purchase)

      Experimentation & Iteration Framework

    4. (Included in full purchase)

      Measuring Success & Dashboarding

    5. (Included in full purchase)

      Accessibility & Global Readiness

    6. (Included in full purchase)

      Executive Operating Rhythm

    7. (Included in full purchase)

      Capstone - Executive Readout

    8. (Included in full purchase)

      Live Call - Part 6: Implementation & Scaling

Ready to Elevate Your Digital CX and CS Skills?

Enroll now to unlock the secrets to mastering digital CX and CS strategies and fast-track your path to success in the SaaS industry.

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