Course Outline

Module ONE

EVOLUTION OF CUSTOMER EXPERIENCE & CUSTOMER CENTRICITY

Take a look at the journey of Customer Experience and its evolution into new dynamics. Customer centric organizations enjoy the benefits of delivering more consistent experiences than product-centric organizations. You will be introduced to customer centric model and explore concepts for Customer Experience that will reinforce the customer centric culture within your organization.

• Introduction to Customer Experience & its journey
• Customer Experience vs. Customer Service
• Develop the Customer Centricity model
• Find out how Customer Centric your organization is
• Key elements of building Customer Experience Strategy

Module TWO

CUSTOMER EXPERIENCE: GOVERNANCE & STRATEGY

Customer Experience refers to every interaction customers have with a company, at all stages of the relationship: before, during and after the sale. CX strategy defines the vision, context and plans to deliver a positive, meaningful, valuable experience and deliver on the brand promise to the customer. To have a successful CX strategy, the following aspects must be taken into account:

• The mission and vision of the company from the point of view of customer experience
• Generation CX – Re-imagining CX Strategy
• The importance frameworks for the CX strategy
• CX pillars that will help you to consistently develop and improve your CX Strategy
• Personas & designing Journey Maps. Identifying customer touchpoints, moment of truth and pain points
• Employee Experience: Employee recognition and engagement strategies
• Complaint is a blessing - How to manage difficult customers and convert them into loyal customers
• How to be a successful CX leader

Module THREE

MEASURING VOICE OF THE CUSTOMER AND ROX (RETURN ON EXPERIENCE)

What gets measured, gets managed. The dynamics of the customer experience are changing. In addition to tracking metrics, organizations must also measure customer behaviour, lifetime value and loyalty. Organizations need to start creating new KPIs along with traditional ones. Its important to fully understanding CX Metrics – what works and what does not and why!

• It’s time to evaluate VOB (Voice of Business) – the holistic view of feedback!
• Is NPS dead? What is new revolutionary Metric NPS 3.0.
• New CX Methods and Indicators that organizations should start tracking;
• Why is it hard for CX professionals to justify return on investment (ROI) to the C-suite?
• How to calculate CX ROI – learn some simple techniques
• Rethinking ROI, by introducing ROX (Return on Experience)
• The art and power of using CX Storytelling for organizational engagement. What is your Brand story?

Module FOUR

ACHIEVING CX TRANSFORMATION: BALANCING TECHNOLOGY AND HUMAN EXPERIENCE

Customer experience (CX) transformation is a critical aspect of any modern business strategy. It involves the implementation of a customer-centric approach that prioritizes the needs and preferences of customers across all touchpoints. However, it is essential to balance this transformation with the human experience. While technology and automation play a vital role in CX transformation, they should not replace the human touch. Ultimately, a successful CX transformation that balances technology and the human experience can lead to increased customer loyalty, satisfaction, and business growth:

• Why digital transformation matters in CX
• Learn about the new trends in CX Transformation – from AI, AR to Metaverse
• What is Phygital? How Empathy plays a role in todays Digital era
• Identify the right technology for your CX Strategy
• Be Aware –transformation can easily go wrong. Learn how to avoid key transformation mistakes
• Using technology for value creation