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What do you do if you want to transition into customer experience later in life?

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Customer experience (CX) is the sum of all the interactions and emotions that a customer has with a brand, product, or service. It is a crucial factor that influences customer loyalty, satisfaction, and retention. If you want to transition into CX later in life, you might wonder how to start, what skills to develop, and what opportunities to pursue. In this article, we will share some tips and insights on how to make a successful career change into CX.

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1 Assess your current skills and experience

The first step is to identify your existing skills and experience that are relevant to CX. You might have worked in roles that involved customer service, communication, problem-solving, project management, or research. You might have also acquired some knowledge of CX concepts, tools, or best practices through your education, hobbies, or personal projects. Make a list of your strengths and achievements, and highlight how they can add value to CX roles.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Para hacer la transición hacia la experiencia del cliente, primero evalúa tus habilidades actuales. Identifica fortalezas como comunicación y resolución de problemas, luego busca oportunidades para desarrollar habilidades clave de CX, como análisis de datos o gestión de relaciones con clientes. Aplica tus habilidades existentes en proyectos relacionados con la satisfacción del cliente y busca adquirir experiencia práctica a través de cursos o certificaciones. Esta combinación te preparará para una transición exitosa hacia la experiencia del cliente.

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Kateryna Kovalchuk

Product Support Lead – Uklon
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If you make the transition later in life - Probably, you have specific hard skills suitable for use in the CS sphere. I'd recommend assessing your soft skills, level of empathy and emotional intelligence. It is possible to succeed in customer support if only the genuine desire to help others and solve their problems is included in your soft skills set.

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2 Learn the fundamentals of CX

To fill in any gaps in your CX knowledge and skills, you can take online courses, read books and blogs, listen to podcasts, or join webinars and events. Additionally, finding mentors, coaches, or peers to guide you and give feedback can be beneficial. Core topics to learn about include the CX framework and process for defining, measuring, analyzing, improving, and controlling CX; the CX tools and methods such as surveys, interviews, personas, journey maps, service blueprints; and the CX metrics and outcomes to track and evaluate performance and impact using indicators like customer satisfaction, net promoter score, customer effort score, and customer lifetime value.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Para aprender los fundamentos de la experiencia del cliente (CX), esencialmente, comprende los principios clave de comprender y satisfacer las necesidades del cliente, crea experiencias personalizadas y consistentes, y resuelve problemas eficazmente. Explora herramientas como encuestas y análisis de datos, y familiarízate con modelos de referencia como Net Promoter Score (NPS). Utiliza cursos en línea y recursos para aplicar estos conceptos en proyectos prácticos.

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3 Build your CX portfolio and network

The third step is to showcase your CX skills and experience in a tangible way. You can do this by creating a CX portfolio that demonstrates your projects, achievements, and learnings. You can also share your insights and opinions on social media, blogs, or forums. This will help you build your personal brand, credibility, and visibility in the CX field. You can also network with other CX professionals, join online communities, attend meetups, or volunteer for CX initiatives. This will help you learn from others, find support, and discover opportunities.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Para construir tu cartera y red en la experiencia del cliente (CX), comienza por participar en proyectos o roles relacionados con CX dentro de tu organización actual o en proyectos de voluntariado. Documenta tus contribuciones y logros en estos roles para crear una cartera sólida. Además, busca oportunidades para conectarte con profesionales de CX a través de eventos de networking, conferencias o grupos en línea. Participa activamente en discusiones, comparte tus ideas y experiencias, y busca mentores que puedan guiarte en tu desarrollo profesional en CX. Finalmente, considera obtener certificaciones o títulos relevantes en CX para fortalecer tu credibilidad y aumentar tus oportunidades de networking y empleo en este campo.

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4 Apply for CX roles and opportunities

The final step is to apply for CX roles and opportunities that match your goals, interests, and qualifications. You can use job boards, websites, or referrals to find suitable openings. You can also create your own opportunities by proposing CX projects or improvements to your current or potential employers. When applying, you should tailor your resume, cover letter, and portfolio to highlight your CX skills and value proposition. You should also prepare for the interview by researching the company, the role, and the CX challenges and opportunities.

Transitioning into CX later in life can be challenging, but also rewarding and fulfilling. By following these steps, you can leverage your existing skills and experience, learn new CX skills and knowledge, build your CX portfolio and network, and apply for CX roles and opportunities. You can also enjoy the benefits of working in a field that is dynamic, creative, and customer-centric.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Para solicitar puestos y oportunidades en experiencia del cliente (CX), comienza por identificar empresas o industrias que valoren la CX y tengan vacantes en este campo. Asegúrate de adaptar tu currículum y carta de presentación resaltando tus habilidades y experiencia relevantes en CX. Investiga sobre la empresa y personaliza tu solicitud para destacar cómo puedes contribuir a mejorar la experiencia del cliente en ese entorno específico. Además, utiliza tu red de contactos profesionales para buscar oportunidades y obtener recomendaciones. No dudes en mostrar tu interés y pasión por la CX durante el proceso de solicitud y entrevistas.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if you want to transition into customer experience later in life?

1

2

3

4

5

1 Assess your current skills and experience

2 Learn the fundamentals of CX

3 Build your CX portfolio and network

4 Apply for CX roles and opportunities

5 Here’s what else to consider

Customer Experience

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What do you do if you want to transition into customer experience later in life?

1

2

3

4

5

1 Assess your current skills and experience

2 Learn the fundamentals of CX

3 Build your CX portfolio and network

4 Apply for CX roles and opportunities

5 Here’s what else to consider

Customer Experience

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