Core Pillars For An Outstanding Customer Experience Company

Customer Experience Management Strategies

Innovation, Strategy, Performance Measurement, Technology and Implementation

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Venue Starting Date Duration Fees Join Now
Dubai - UAE , 20210523 23 - May - 2021 5 - Day $4,750 Register
Kigali - Rwanda , 20210816 16 - Aug - 2021 5 - Day $4,750 Register
Online - Virtual , 20210913 13 - Sep - 2021 2 Hrs X 8 Sessions $1,750 Register
Barcelona - Spain , 20211018 18 - Oct - 2021 5 - Day $5,750 Register
Dubai - UAE , 20211121 21 - Nov - 2021 5 - Day $4,750 Register

COURSE OVERVIEW

Are you looking for ways to improve the performance of your business? Are you looking for new skills and thinking to help you create more impact? Then consider this. If customers cannot believe in your company and your brand, then neither operational excellence or great sales/marketing will change that. Irrespective of what industry you serve, your customer is the creator of your wealth and essentially the lifeblood of the company. According to a Nielsen study of companies in 56 countries, 92% of consumers rely on a recommendation if they are unfamiliar with the brand and the outcomes and experiences they achieve if they are.

This Customer Experience Management Strategies course designed to equip delegates with the latest next-generation thinking and techniques to help companies thrive in the experience economy. You will learn the core pillars to create an outstanding customer experience company. You will learn the core skills of innovation. You will learn how to create great outcomes and directly back into your organisation. Most importantly, you will go further than best practice thinking. Best practice only gives you the ability to compete – you will learn next practices that will turn your customers into loyal and raving fan advocates of your brand.

LEARNING OBJECTIVES

Participants on the Customer Experience Management Strategies training course will be able to:

  • Understand how the new wave of customer innovation can help transform companies.
  • Use Outcome-Based Thinking techniques – the new wave of customer-driven innovation that creates new and differentiated propositions.
  • Use the customer experience innovation framework
  • Create strategies to understand your current and future customers better than your competition
  • Link innovation to business strategy
  • Use next-generation mapping techniques to define new customer journeys and identify causal work and points of failure beyond traditional approaches.
  • Understand the customer strategies as used by leading innovators to link customer experience management and customer loyalty
  • Bring the techniques together to prepare for real-world application
  • Identify CX-driven competitive differentiation
  • Align success measures to change organisational behaviour
  • Create a CX-aligned adaptive technology environment
  • Bring the techniques together to prepare for real-world application
  • Define a CX implementation process

TARGET AUDIENCE

The Customer Experience Management Strategies program is designed for all those who wish to build on their experience and knowledge and become genuine masters in defining and applying the customer agenda. Participants will mainly have had some exposure to customer experience roles but would not necessarily be in a customer-facing front-line job but would be in a role where a consideration of the customer is important – e.g. customer service, operations, product management, marketing or strategy, “C” level executives dedicated to building a customer-driven company, in particular – Chief Executive, Chief Marketing Officer, Chief Operating Officer

TRAINING METHODOLOGY

This practical and results-oriented Customer Experience Management Strategies course is based on adult learning concepts which can be readily applied back into the organisation. Our proprietary learning platform combines highly participative and inspirational learning with an online training school to re-enforce and extend learning, a practice lab, self-paced assessments that creates gap based learner journeys plus a knowledge bank containing all the tools, techniques, case studies, videos – to allow the participant become the most skilled and capable they can be.

Pre & Post course assessments will be used to measure the effectiveness of this training.

COURSE CONTENTS

Module 1- Strategies and Techniques for Customer Innovation

  • Description:

    On Day One the course covers the new agenda for Customer Experience Professionals and introduces a number of powerful techniques

  • KeyTopics:

    • Understanding the trends and new strategies that drive immediate performance impact.
    • The links between customer experience and brand success or decline?
    • What are the leading 1% of companies doing that the remaining 99% miss or are not even aware of?
    • Outcome-based thinking: the most significant pillar in customer centricity thinking missed by most organisations.
    • Identify the strategies used by the best customer-centric companies in the world. Which trends can we learn from and which should be avoided?
    • Learn the principles behind the Advanced Customer Outcome Framework to create significant opportunities through customer innovation.
    • Understand why traditional customer insight methods such as Voice of the Customer are now massively suboptimal.
    • The advanced Customer Wants/Needs Framework – moving to outcome-driven insight. Learn how to define these in order to drive customer strategy and differentiate you from your competitors.
    • New techniques that help the practitioner to identify innovation opportunity, that are quick to implement and easy enough to be usable by anybody in the organisation

Module 2 - Implementing The Strategies

  • Description:

    On Day Two the course will focus on practical techniques to implement the strategies and drive customer loyalty.

  • KeyTopics:

    • Understand why well-defined Customer Strategies aligned within the Bus