Customer Experience Manager Journey

Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.

Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting.

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence.

The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer's cues. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer's priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer's implicit needs and help you deliver a higher level of service. In this course, you'll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You'll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs. In this course, you'll learn the service advantages of being able to identify your customers' needs. You'll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you'll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You'll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Social media and mobile use are closely linked, which means customers are more likely to connect with businesses for customer service when it suits them. Customers prefer social media for contacting businesses because they can multi-task while waiting for a response. This gives customers more control over the communication channel, so businesses must have a plan to manage expectations and engage with customers on their terms and in the social media platforms they frequent. In this course, you'll learn about the importance of using social media for customer service, the changes brought about by social customer services, and how companies are adapting to this new way of addressing customer issues. You'll also learn how changes in the behavior and expectations of customers have impacted customer service and become familiar with the advantages of social customer service for businesses, gaining an understanding of the importance of other digital tools to support your customers. Finally, you'll explore the challenges of social customer care and the strategic approaches that you can implement to improve customer service. This course was developed in partnership with the Digital Marketing Institute. (www.digitalmarketinginstitute.com) For those who are interested in pursuing a certification, please contact the Digital Marketing Institute directly via this website: https://digitalmarketinginstitute.com/lp/skillsoft

Your organization depends on its ability to win every customer interaction. User personas - detailed descriptions of archetypal end users - are the gateway to designing customer-centric products and experiences that address customer needs. Building user personas will help you develop products and services your customers truly want. In this course, you'll learn the essential elements of user personas and the business information to be gained from them. You'll also learn how to build a user persona, which data to include in a persona, and the qualities of an effective persona. And you'll discover what customer-centric design can tell you about your customer, and how it will benefit your business.

Human-computer interaction (HCI) deals with how people and automated systems interact and communicate with each other. It's an academic, often theoretical field that overlaps with the User Interface, or UI, and the User Experience, UX, to explore and improve the way that humans interact with the digital world. The field of HCI seeks to understand what it means to be a user of a computer, and by extension, tablets, smartphones, digital personal assistants, and the like, and how to create the kinds of products and services that will work seamlessly. As such, HCI is being utilized by businesses to add value to their enterprise in many different ways. In this course, you'll learn about enhancing the customer experience through HCI and explore possible customer barriers and technical limitations involved. You'll also learn to recognize best practices for developing HCI applications and identify current HCI trends. This course covers the benefits, challenges, best practices, and trends of HCI.

Today's customer is a new breed, often a digital native who spends much of their time online in the digital world. They have different priorities and expectations than generations of customers past. In this course, you will learn about meeting the needs and expectations of today's digital customers, including omnichannel and utilizing algorithm-savvy design. You'll also learn about wayfinding: ways to shape and influence their customer journey, as well as methods to individualize their customer experience (CX) through methods like digital body language. Finally, you'll learn about protecting and partnering in their data privacy and security.

User-friendly apps are more than just a pretty user interface (UI). They ensure the user experience (UX) is pleasing. People expect interacting with a digital product, be it a smartphone, laptop, or tablet, to be a friction-free, pleasurable experience. By understanding the relationship between the UI and the UX, your company can provide just that. In this course, you'll explore UI/UX design and how together, they result in user-pleasing apps with effective user interface design. You'll learn about basic principles as well as current trends in UX and UI design. Finally, you'll discover how to evaluate the emotional impact of user experience.

Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The only source of competitive advantage is the obsession with understanding, delighting, connecting with and serving customers. Organizations need people who are customer obsessed. People who are so interested and committed to the people they are creating and designing for that they are willing to spend time, take risks and admit that they personally might be wrong. People who are so customer obsessed that they never settle but are continually trying to understand what else they can do for their customers.

To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization, you need a tool that can document every step of their experience. Customer journey mapping is one such tool, and is essential in helping you understand customer needs and define problems highlighted by their experiences. In this course, you'll discover how to create a customer journey map, a customer-centric problem solving tool that can enable you to brainstorm effective solutions to key customer pain points. You'll also explore how to recognize and prioritize specific actions to improve your customer focus while avoiding common mapping mistakes.

There is a science behind communication, including how we react neuro-physiologically to others - through verbal communication such as their words and tone, as well as the non-verbal communication of their actions and body language. There's also an art to communication, allowing your authentic self to shine through and allowing the exchange with another person to unfold naturally. In this course, you'll learn about the art and science of communication. You'll explore techniques for connecting with your audience and building trust with them so that your communication intention is clear and understood. You'll also learn the basic principles of assertive communication that is positive and not aggressive.

There are many parts of the brain that have not changed much since the time of our earliest ancestors. We are still wired to respond automatically when we're afraid, threatened, disgusted, surprised, or happy. But we've come a long way in our development and understanding of non-verbal communication mechanisms. In this course, you'll learn how our attitude and tone, as well as body language such as posture, gestures, and facial expressions, can have significant impact on the way we communicate. You'll explore techniques to help you project a positive attitude and presence. You'll also discover how to read other people's body language.

Building relationships with the people you want to communicate with is key to making communication effective. And building trust is essential to forging meaningful working relationships. In this course, you'll explore the necessity of clearly presenting your information and intentions as the basis of effective communication. You'll see how understanding your audience ensures that your message is delivered in such a way so to maximize its impact and how managing your emotions allows you to adapt to the emotional needs of others to build trust. Finally, you'll learn how verbal communication combines with body language and vocal tone to better convey your message effectively.

Do you ever feel that a lack of email productivity is frustrating the effectiveness of your written communication? Are poor verbal communication skills holding you back? Choosing the right communication method for the situation has a huge impact on how your message is received. This course explores the importance of choosing the right communication method to best convey your message. You'll learn how to select the proper methods for building trust, conveying your ideas, and targeting your method to your intended audience. The right communication method improves the odds of getting your point across and communicating effectively, leaving your audience informed, enlightened, and engaged.

Communication is a two-way process - while one person provides information, another must not only understand what is meant, but also show that they're being receptive to that information. This requires strong listening skills - a vital asset in any business environment. In this course, you'll work on sharpening your listening skills and getting yourself in the right receptive mindset for communicating. You'll learn how to recognize the behaviors that indicate receptivity, as well as to identify the different types of listener. You'll also learn how to ask the right questions to ensure that you understand what is being communicated.

Communicating effectively can be challenging when having difficult conversations. Because these challenges typically involve emotions such as hurt, anger, or confusion, it's not uncommon for people to avoid one another or shut down, preventing what could be a productive exchange at many levels. In this course, you'll examine some common communication challenges and how you can successfully navigate them. By showing patience, perseverance, and accountability, you can effectively deal with tough conversations, communicate your message, and reach mutual understanding and agreement.

In business, one of the oldest communication tools is still among the most important - the telephone. However, although it so common and widespread, many people lack the verbal communication skills needed to create a positive impression when using the phone. In this course, you'll learn about some basic rules of etiquette that will help improve your phone skills and keep your business calls professional. You'll explore general best practices, and how to make and receive calls professionally. You'll also learn some best practices for using a cell or smart phone, and how to record and leave effective voicemail messages.

Communicating with confidence is critical to your message being successfully received. Feeling confident in a high stakes situation is not always easy but with effort, confidence can be cultivated and improved. In this course, you'll learn about being an effective speaker. You'll discover ways to prepare, techniques to avoid being nervous and how to use your voice and body language to communicate with self-confidence.

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

Communicating technical information can be a challenging task. Whether you're a technical guru or someone less experienced, and whether your audience is made up of experts or novices, you need proven strategies to succeed. In this course, you will learn techniques for conveying technical information in an easy-to-understand manner for a variety of audiences.

Whether you're entering a new market, looking for new customers, launching a new product, or trying to identify new opportunities to generate business with existing customers. conducting market research can give you valuable insights. In this course, you will learn the uses for market research, the different things you can learn from primary and secondary research, the different methods of market research, the stages of a market research project, and the different types of market research projects.

Product managers have many ideas on how to design their product to meet the customers' needs. The challenge is to determine which of those ideas have the best chance of working. Increasingly, product managers are using large-scale randomized experiments to test the effectiveness of their ideas. In this course, you will learn how to use experimentation to make the best product management decisions, best practices for conducting effective experiments, the stages of conducting an experiment, how to optimize your product process with the design of experiments approach, and how to increase customer satisfaction with the user-experience-based design approach.

Lean principles that originated in manufacturing and Agile software development methods are often closely intertwined when applied to new product development and management, and for launching and building new companies in the digital business age. In this course, you'll discover how Lean and Agile methods are applied to new product management. You'll learn how Lean is applied to product development, explore the Lean management mindset, and learn how Lean product managers drive strategy based on customer needs and data. You'll also explore ways to better understand customers and their needs as well as how to design a minimum viable product and test prototypes.

Selecting an appropriate analysis method to best address the business opportunity and solve your identified problem is critical to effective data-driven decision making. In this course, you'll learn about analytics categories, business intelligence, selecting an appropriate analytical method, and evaluating and refining your analysis. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

Rapid advances in digital technology are compelling businesses to change and adapt the ways they operate. Developing agile thinking will help ensure your organization doesn't get left behind, unable to compete in a market that is constantly changing. In this course, you'll learn why it's important for organizations to cultivate a culture of agility and the characteristics that distinguish an agile mindset from a fixed mindset. You'll also learn how to encourage and build an agile enterprise, and how doing so will help your business flourish. This course also covers how developing and supporting an agile mindset can benefit both your corporate culture and your business success.

Agility in today's business environment is essential, and changing to an Agile enterprise can propel your business forward. With Agile thinking, you can adapt to each change as it occurs. In this course, you'll learn about the benefits of building Agile capabilities in your organization, as well as the best practices and the right conditions for doing so. You'll also learn about the leadership styles necessary for agile success. Finally, you'll explore how to measure the success of and overcome challenges to your organization's Agile transformation.

Data science involves using scientific analysis, tools, and mathematics to extract useful insight from raw data, and then applying that knowledge for effective business strategy. Increasingly, companies are turning to data science. They can use scientific analysis, tools, and mathematics to extract useful insight from Big Data, to guide their decisions and drive business improvements. In this course, you'll learn about the characteristics and key elements of data science, and its potential benefits for organizations. You'll also learn what skill sets are required on a data management team, best practices for extracting useful, actionable insights from data, and common challenges organizations face in using data science.

Modeling data can help businesses better organize and access data. Organizations rely on various kinds of data, including Big Data, to fully understand their business. To do so, they need that data to be easy to access and understand. Data modeling plays a critical role in both of these. In this course, you'll learn about the characteristics of data modeling, and the common styles and types of data models used. You'll find out how the three levels of data modeling can provide a detailed blueprint of a company's data. And you'll also learn about common strategies for building data models, and how doing so improves an organization's daily operations.

The business world is full of data. Using this data strategically presents a company with serious competitive advantages. The tricky part is making sense of the data and then communicating what it means. Data visualization (or data viz, for short) provides actionable insights out of what can be complex sets of data. In this course, you'll learn the considerations for creating data visualizations and how to relay your message using data visualization tools. You'll learn how to communicate clearly using data visualizing techniques. And you'll gain insight into how to use key design best practices to ensure your visualizations are clearly and accurately telling the story you want them to.

In changing markets, leadership matters. And for businesses adopting agile thinking, appointing a strong product owner who maximizes the value of a business's products is essential. Employing a product owner can help businesses increase their agility, allowing them to adapt to change and enhance the value of their products. In this course, you'll learn about the role and responsibilities of a product owner in an agile enterprise, and the qualities necessary for effective product ownership. You'll also learn the best strategies for empowering product owners and removing obstacles that impede their success.

Organizations around the world are now realizing the many advantages of using data to overhaul their business strategies and gain a competitive edge. However, data-driven decision making doesn't mean you have to ignore your intuition or past experience. In fact, when used in combination with business acumen, building a data-driven decision-making culture can be a powerful tool for change. In this course, you'll learn about the benefits that occur when an organization makes decisions using data as the basis of their choice. You'll explore best practices for taking a balanced approach to decisions that don't rely on a single perspective. And you'll also learn how to avoid common mistakes associated with using data to inform decisions.

With the use of artificial intelligence and smart devices on the rise, business networks are strained under the heavy load of data. Edge computing seeks to move data processing, collection, and delivery closer to the end user - to the so-called edge of the network. Edge data and local processing are fast becoming standard features in modern business networks. Edge computing can reduce costs and latency issues, improve data management and data warehousing, and enhance business continuity. In this course, you'll learn about the benefits and challenges of edge computing. You'll also learn how to properly utilize a data warehouse and plan for implementing it into your business operation. And you'll examine the considerations and best practices for implementing and utilizing edge computing in your organization.

A fundamental understanding of statistical analysis methods increases your ability to effectively communicate with data analyst professionals so you can better employ analytics associated with your work. In this course, you'll learn fundamental concepts in distribution, deviation, correlation, regression, and clustering statistical analysis methods. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

Applying analytics to solve business problems and realize business opportunities requires a creative blend of business and technical knowledge, skill, and experience. This course covers key roles, responsibilities, and structures in analytics projects. This course also covers the key subject matter expert activities performed throughout the business analytics development process. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

For the new project manager, the essentials - what you need to know to undertake your new responsibilities - are not always obvious. Project management involves a lot of moving parts. In this course, you'll learn some of the foundational concepts, such as what a project and its project environment and scope are. You'll learn what you'll be responsible for, and things you'll need to understand before planning begins. You'll also learn where to go to access useful information and how to identify the different types of people who will have an interest in the project - its stakeholders.

Prior to begining any project - before you plan the budget or create the schedule - you need to develop a clear vision for what the project is to achieve and how it will achieve it. That involves clarifying what stakeholders expect to see in the end, all the tasks that will need to be carried out, the resources you will need, and who will be doing the work. These are your project scope and the project team required. In this course you will learn about these aspects of project management. You'll learn how to complete a work breakdown structure to nail down all those big-picture details so that your project gets off on the right foot.

As a project manager, once your project scope has been clearly defined, it's time to estimate and plan. Drawing on information from the initiation phase, you must now determine how much time and money will be required to meet objectives and complete the project. In this course you will learn how to develop the project schedule and cost baselines for your project budget, and use them to monitor and measure performance throughout the project.

When starting a project, there are many things to consider. One key area is risk. Managing risks means preparing ahead of time for all the things that could go wrong…or go right! Another key area is quality. How are you going to ensure that your product or service meets stakeholders' expectations? And then there's figuring out whether to do all the work in-house or outsource it to a third party. And how do you choose the vendors who will partner with you in managing risk to maximize quality? This course will help you sort out all these considerations by explaining common methods and best practices related to risk management, quality management, and procurement.

Of all the different types of skills and competencies a project manager uses when managing projects, "soft" skills are the most important. The ability to communicate effectively with team members and negotiate between different demands enables the project manager to manage project conflict. Effectively resolving conflict helps stakeholders remain positive and can mean the difference between project success and failure. In this course, you'll learn about change management and dealing with conflict. You'll explore how to handle it when someone requests project changes, how to create a plan for communicating with stakeholders, and approaches for dealing with conflicts that arise.

Managing projects is challenging, and even with good budgeting and scheduling, things can go wrong. The truth is, the path to closing a project is rarely straightforward; most projects go a little astray at some point along the way. In this course, you'll learn some tricks for correcting schedule variances and how to determine if your project is over or under budget. You'll also learn about successfully closing a healthy project and how to tell whether your project should be cancelled.

The history of business is the history of project management. Just as our ideas of how to conduct business continue to evolve, so do our conception of the project manager's role, the characteristics of a project, and the project life cycle itself. Traditional project management had its time and place, but today's landscape calls for innovation and adaptive leadership. In this course, you'll explore how project management approaches have evolved to address changing project environments. You'll learn about the transition from purely empirical, waterfall models of PM to more adaptive, hybrid, and agile project management techniques.

For those responsible for managing projects, understanding the project basics is essential. Project management is affected at every stage by the organization, the social environment, the project stakeholders, and many other aspects of the context in which the project is carried out. In this course, you will learn about project characteristics, including key terms and concepts and the project manager's role. You will also explore PM competencies, product and project life cycles, enterprise environmental factors, and organizational process assets that can influence project outcomes.

Managing projects means having a project strategy. Strategic projects remain in line with company goals and deliver on expected value. This course covers best practices for strategic project management. You'll learn about strategy and the creation of a project charter through to closing the project. We'll also discuss how to manage stakeholder relationships, with the goal of keeping stakeholders' expectations in line with strategic goals.

This course illustrates how the project management community and the Project Management Institute have established ethics standards to help members navigate ethical issues and establish project management as a profession.

In this course, you will learn techniques for developing a team of "creative gurus" - team members who excel at generating innovative ideas. You will learn ways to assemble your team, generate creative ideas, overcome barriers to team creativity, and foster a creative workplace.

Believe it or not, everyone has the potential to be creative. If you're struggling to express your ideas, then something is getting in the way. But with the right approach and techniques, team leaders can provide a safe space that encourages brainstorming, innovating, and creative thinking. In this course, you'll learn about characteristics of creative people, how to overcome personal barriers, and how to foster team innovation in a work environment. It describes personal barriers to creativity and how to overcome them and provides strategies for enhancing creativity in the workplace. It also outlines key requirements for promoting creativity and explores techniques for fostering creativity in teams.

You might not describe yourself as a creative person, but everyday activities - like problem solving or spotting opportunities - rely on your creative thinking and innovation. Originality is key, but your ideas also have to work within real-world constraints. In this course, you'll learn about the different stages of innovating and techniques for verifying the workability of your ideas. You'll also discover guidelines and techniques for building on and testing an idea, such as brainstorming. The course outlines when to use research and simulations to check the workability of an idea, and it discusses ways to build on ideas effectively.

Everyone could benefit from a boost in creativity. Whether you're in marketing and advertising, management, or software development, all professionals need to be able to come up with original ideas and think outside the box every now and then. But sometimes the pressure to think creatively is the very thing that blocks the flow of fresh ideas and results in the type of procrastination that is an obstacle to efficient time management. This course focuses on the relationship between procrastinating and creativity. You'll learn about how the optimal amount of procrastination actually boosts creativity and efficiency. You'll also learn how to use creativity boosters to help you past those times when you procrastinate a little too much.

Featuring a keynote by Natalie Nixon, PhD, a creativity strategist and President of Figure 8 Thinking, LLC. Nixon is the author of The Creativity Leap: Unleash Curiosity, Improvisation, and Intuition at Work (Berrett-Koehler). She received her PhD from the University of Westminster in design management; her MS from Jefferson University in Global Textile Marketing; and her BA (cum laude) from Vassar College in anthropology and Africana Studies.

Innovating is the only way to adapt and keep speed with the pace of change in today's business world. Building and supporting an innovative culture is the responsibility of leaders and employees across organizational hierarchies and is aided by an effective change management process. In this course, you'll learn about business innovation cultures and types of innovation leadership. You'll also learn about the importance of experimenting, managing change, and executing a project. Finally, you'll learn how to attract and nurture innovation in your organization.

Engaging directly with stakeholders increases empathy and helps identify motivations and unmet needs, enabling the creation of successful solutions. In this course, you'll learn how to identify and interact with key stakeholders and communicate their point of view through effective design thinking methods. This course was developed with subject matter provided by PDD. (www.pddinnovation.com)

Engaging with stakeholders produces valuable data, which can be constructively used for analyzing the stakeholder experience. In this course, you will learn how to translate data into actionable insights and define opportunities through tools like experience mapping and affinity clustering. This course was developed with subject matter provided by PDD. (www.pddinnovation.com)

Brainstorming without structure rarely yields plentiful and new results. In this course, you'll learn techniques to spur creative thinking, and techniques to communicate and critique ideas. This course was developed with subject matter provided by PDD. (www.pddinnovation.com)

The Design Thinking approach advocates early stakeholder engagement in the co-creation and development of solutions. In this course, you'll learn about techniques for prototyping and testing in order to iteratively develop solutions more efficiently with stakeholders. This course was developed with subject matter provided by PDD. (www.pddinnovation.com)