Online course: CX 50 - Impact Cx: The Quest

LOMA 08 July 2019

Trainer: N/A

Details

CX 50 – Impact Cx: The Quest is an interactive, decision-based gamified course that helps organizations create a unified customer-first mindset among all employees. It transforms employees into customer advocates who demonstrate empathy and sound judgment in meeting customer needs — and improving the overall customer experience — at key touchpoints in the customer journey.

All LOMA courses have been reviewed and updated as appropriate to reflect the DOL Fiduciary Rule.

Language: English

The course is online can be accessed both from computer and mobile devices.

Target group

Employees of companies from the insurance and financial services industry.

Course objectives

Certificate, Customer Experience Essentials: Learners are better able to provide an exceptional customer experience when they have foundational knowledge of an insurer’s products and services, along with a practical understanding of how employees across all areas of an insurance company can positively influence the customer experience. Learners are able to demonstrate their commitment to their organization’s customer experience initiative by attaining the Certificate, Customer Experience Essentials.

Subjects

CX 50 – Impact Cx: The Quest consists of five “missions” or scenarios of increasing difficulty that highlight:

Empathy
Marketing
Journey Mapping
Customer Experience Advocacy
Customer-Centric Culture

Students assume various roles and situations in which decisions affect the customer’s experience and relationship with the company. Each mission reinforces how customer expectations are changing and incorporates technology-enabled interactions.

Each decision point aligns with LIMRA’s Customer Experience Benchmarking Program’s dimensions of customer experience, including ease of doing business, meets needs, peace of mind, provides value, and meets expectations.