Customer Experience Management

In this workshop, you will:
 

• Gain a deepened Customer Understanding: Participants learn essential methods to recognise who their customers are, their specific requirements, and how to respond in a way that not only meets but exceeds expectations. This is foundational for developing a genuinely customer-centric approach.
   

• Gain an Encouragement of Innovation: The course creates opportunities and structured space for participants to generate and explore new ideas, fostering an innovative mindset critical for evolving customer experience practices.
   

• Be able to Identify Improvement Opportunities: Attendees gain the tools needed to pinpoint initial improvement areas within their organisations and to lay out a practical roadmap for change, making this course a pivotal part of the Customer Experience (CX) toolbox.
   

• Acquire the ability to execute a Responsive Adaptation to Customer Needs: Through a better understanding of customer expectations, participants can make swift and efficient adjustments to business operations to address evolving customer needs and preferences, ensuring the business remains agile and customer focused.
   

• Gain a Continuous Improvement Mindset: The workshop offers a structured view on how to continuously enhance the customer experience, helping participants instil an ongoing improvement culture within their organisations.
   

The structured, interactive nature of the workshop facilitates not only learning but practical application, making it highly impactful for attendees looking to embed CX improvements into their everyday business operations.

By the conclusion of Day 1, delegates will have established a strong foundation in Customer Experience (CX) management. They will understand the principles of Customer Centricity, the 3M Model (Motivation, Method, and Mindset), and the interplay between Customer Perception and Experience. Delegates will gain practical experience in developing customer personas and empathy maps, providing critical insights into customer needs and behaviours. Through a guided exercise, they will create a basic Customer Journey Map, identifying moments of truth and customer pain points. The day concludes with an introduction to CX measurement, equipping participants with the skills to evaluate customer feedback and align it with their organisation’s goals.

 

By the end of Day 2, delegates will be equipped to apply CX strategies to real-world scenarios. They will refine their journey mapping skills by mapping current-state journeys and envisioning future improvements. Delegates will develop a strategic CX roadmap, identifying actions, ownership, and timelines using the RACI model. They will explore practical methods to engage stakeholders and embed a customer-centric culture within their organisation. Key sessions on Voice of the Customer (VoC) programs will provide tools to gather feedback, close the feedback loop, and drive meaningful change. The course concludes with hands-on activities, enabling delegates to design CX interventions, moderate Customer Journey Mapping workshops, and establish processes for ongoing CX improvements aligned with evolving customer and business needs.

This workshop is suitable for Executives, Managers and Staff responsible for:
 

•        Customer Service

•        Customer Experience

•        Customer Support

•        Design Thinking

•        UX/ DX

•        Contact Centres

•        Strategy and Insights

•        Customer Care

•        Operational Excellence

•        Performance Improvement

SESSION 1: INTRODUCTION TO CUSTOMER CENTRICITY

• Understanding Customer Centricity and Experience (CX)

• The 3M Model: Motivation, Method, and Mindset

• Benefits and Challenges of Implementing CX

• Defining and Articulating a Customer Purpose
   

SESSION 2: BUILDING THE CUSTOMENR-CENTRIC FOUNDATION

• Establishing a Customer-Centric Operating Model

• Aligning Customer Purpose with Organisational Strategy

• Voice of the Customer (VoC) Program Essentials

• Case Study: Best Practices in CX
   

SESSION 3: CUSTOMER JOURNEY MAPPING & TOUCHPOINT ANALYSIS

• Introduction to Customer Journey Mapping

• Mapping Current-State Journeys and Recognising Pain Points

• Identifying Moments of Truth and Prioritising Improvements

• Practical Exercise: Creating a Basic Customer Journey Map
   

SESSION 4: MEASUREMENT & EVALUATION IN CX

• Overview of CX Metrics: NPS, CSAT, CES, and EXQ

• Relational vs Transactional Measurements

• Using Feedback for Actionable Insights

• Evaluating the ROI of Customer Experience

SESSION 5: STRATEGIC IMPROVEMENTS & CHANGE MANAGEMENT

• Prioritising Improvements Using Evidence and Governance

• Developing a Roadmap for CX Enhancements

• Establishing Clear Objectives and Ownership (RACI Framework)

• Sustaining CX as a Cultural Practice
   

SESSION 6: MINDSET TRAITS FOR CUSTOMER CENTRICITY

• Exploring the Customer Centric Mindset Traits

• Active Listening Techniques to Drive Insights

• Role Models in Customer Centricity: Behaviours and Practices

• Practical Activity
   

SESSION 7: ADVANCING VOICE OF CUSTOMER PROGRAMS

• Listening Methods: Active, Passive, Formal, Informal

• Integrating Feedback Mechanisms Across Channels

• Closing the Feedback Loop with Customers and Employees

• Case Study: Recognising Progress in VoC Implementation
   

SESSION 8: PRACTICAL APPLICATION & SUSTAINABILITY

• Designing and Facilitating CX Interventions

• Embedding CX Principles in Organisational Practices

• Preparing a Strategic Plan for Post-Training Action

• Wrap-Up: Key Takeaways, Group Discussion, and Next Steps

The workshop costs CHF 750 per person.
Payment can be made via credit card or direct bank transfer.
 

The following discounts apply:

•        If you sign up simultaneously for one of our other
         courses, you will receive a 10% discount.

•        Contact info@cx-excellence.com for group pricing (3
          participants or more)
 

Cancellation terms:

•        2 weeks or earlier before the course: 100% refund

•        Less than 2 weeks but more than a week before the
          course: 50% refund

•        1 week or less before the course: No refund

•        In case you are unable to attend and wish to transfer
          your spot to someone else, this is possible at no
          charge (we just ask that you advise us beforehand)