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Attracting and Retaining CX and UX Talent
Section 1: Introduction
0101: Introduction (10:51)
0102: What Are CX And UX? Part 1 of 2 (8:34)
0103: What Are CX And UX? Part 2 of 2 (11:59)
0104: CX Maturity (10:21)
Section 2: CX Tasks
0201: Common Processes (5:39)
0202: What About "Empathy"? (7:47)
0203: Audits And Analyses (3:11)
0204: CX Research, Part 1 of 2 (14:17)
0205: CX Research, Part 2 of 2 (10:50)
0206: Content Strategy (2:59)
0207: Information Architecture (7:31)
0208: Interaction Design (6:51)
0209: Visual Design (3:14)
0210: Accessibility (5:21)
0211: What Tools Do We Use? (4:39)
0212: CX Education - Where Do We Learn This? (8:23)
0213: What Is Outside Of Our Tasks? (2:57)
Section 3: Busting Myths
0301: Hiring Myths - Busted! Part 1 of 2 (17:37)
0302: Hiring Myths - Busted! Part 2 of 2 (10:43)
0303: Aspirologies™: Not CX Processes But Pretending to Be, Part 1 of 3 (10:13)
0304: Aspirologies™, Part 2 of 3 (6:02)
0305: Aspirologies™, Part 3 of 3 (12:50)
Section 4: CX Roles, Levels, and Titles
0401: Problems With Current Roles and Titles (9:47)
0402: 5 CX Roles And Their Seniority/Levels (17:33)
0403: How Many Jobs Can We Make One Person Do? (10:34)
0404: Building The CX Department (15:24)
0405: Contractor, Freelancer, And Employee Pay (13:33)
Section 5: Describing Bad Jobs
0501: Mind The Gate (4:54)
0502: Hidden Messages In Job Descriptions And Applications, Part 1 of 2 (8:29)
0503: Hidden Messages In Job Descriptions And Applications, Part 2 of 2 (8:32)
0504: Descriptions Of Bad Jobs, Part 1 of 3 (15:54)
0505: Descriptions Of Bad Jobs, Part 2 of 3 (13:01)
0506: Descriptions Of Bad Jobs, Part 3 of 3 (10:33)
0507: And Then There's This Company (9:13)
Section 6: Why CX Are Flight Risks
0601: Company Culture, Part 1 of 2 (16:42)
0602: Company Culture, Part 2 of 2 (6:58)
0603: Why We're Flight Risks Or Quitting (14:38)
0604: Blocking The Way In (6:02)
Section 7: Improving The Candidate Experience
0701: Improving The Candidate Experience (6:47)
0702: Job Applications (15:53)
Section 8: Assessing Candidates
0801: Correctly Assessing Candidates (13:36)
0802: Reviewing Candidates Resumes/CVs/LinkedIn (9:10)
0803: Reviewing Candidates’ Portfolios (2:37)
0804: Personality Traits and Assessment Tests (16:21)
0805: “Design Challenges" and Homework, Part 1 of 2 (6:43)
0806: “Design Challenges" and Homework, Part 2 of 2 (13:48)
Section 9: Rules For Creating Jobs
0901: Rules For Creating Jobs (18:09)
Section 10: Interns And Apprentices
1001: Interns And Apprentices, Part 1 of 2 (8:18)
1002: Interns And Apprentices, Part 2 of 2 (13:11)
Section 11: Conclusion
1101: Conclusion and How To Get Your Certificate (2:11)
0405: Contractor, Freelancer, And Employee Pay
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