A Masterclass on Customer Experience Management

Learn the secrets to providing a better customer experience, creating loyalty and growing your business.

Unique Selling Proposition: This face-to-face class is for everyone who has a customer-facing role, regardless of what industry you are in or how big your business is. It is for everyone who wants to understand the importance of customer experience and how to deliver it, from the CEO down to the management team. It is for everyone who intends to create a customer experience strategy and make it a reality.

The most comprehensive and up-to-date customer experience learning resource available today. Learn from industry leaders who are transforming their organizations into customer-centric businesses.

Importance of Customer Experience Management:-

1. Reinforce Brand Preference
2. Reduce Customer Churn
3. Inspire Customer Advocacy
4. Increase revenue.
5. Reduce cost.
6. Digital Transformation

The Customer Experience (CX) framework was developed to encourage our clients to be responsible for the development of Customer Experience Management (CXM) Implementation throughout the organizations. The success factors for achieving these results are presented and discussed, along with the roles and responsibilities of the company management.

This Customer Experience Transformation Framework will cover the following areas:

1. Planning and implementation of end-to-end Customer Experience Management (CXM)
2. Design Customer Journey Mapping for their product and services
3. Designing Digital Transformation Framework
4. Know the success factors of frameworks to lead customer experience
5. Understanding and defining the Voice of Customer: Design, collect, integrate, and present customer inputs to maximize business value
6. Build a strong customer-centric culture in The Customer’s Age!
7. Learn accelerated Design Thinking Skills for creative problem-solving skills
8. Design new solutions for customer

Methodology:

This is a practical workshop with many hands-on activities to allow participants to experience what they learn first. Some methodologies used are:

• Lecture, Roleplayay, Games, Group discussion, Lecture, Design & Innovation
• Coaching, consulting, CX Projects, governance methodology and cultural change framework

Course Module:

The Customer Experience Management (CXM) framework was developed to encourage participants to be responsible for the development of Customer Experience Management (CXM) Implementation throughout the organizations. The success factors for achieving these results are presented and discussed, along with the roles and responsibilities of the company management.

To ensure upon completion of the programme, Customer Experience (CX) Personnel had the 6 international professional competencies and they are:-

1. Customer-Centric Culture
2. Voice of Customer, Customer Insight and Understanding
3. Organizational Adoption and Accountability
4. Customer Experience Strategy
5. Experience Design, Improvement, and Innovation
6. Metrics, Measurement, and ROI

#BONUS

Six Ways to Build a Customer-Centric Culture

1. • Operationalize customer empathy
2. • Hire for customer orientation
3. • Democratize customer insights
4. • Facilitate direct interaction with customers
5. • Link employee culture to customer outcomes
6. • Tie compensation to the customer