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CUSTOMER EXPERIENCE MANAGEMENT

CMX-LEVEL 1: FOUNDATIONAL WORKSHOP

 

Purpose:

According to Garner, 89% of all businesses will compete on customer experience in this decade. Thus, Customer Experience will be the key differentiator for organisations who want to strive and outshine others to be Market Leaders and Disrupters. This scenario necessitates organisations to change the mindset, opening up the whole organisation to accept CX and quick transition from the mindset  of a task/goal driven approach to another approach based on empathy, co-creation and humanisation of work.

Process:

This one-day course introduces the basics of Customer Experience along with “Outside-In Thinking”, helping participants get started immediately with a new approach by “Putting the Customer First”.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.
CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

 

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

 

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

 

By the end of Level 1, you will:

  • Identify how to open the doors to co-creation with the customer for business growth.
  • Embrace the context of Customer’s Needs (Primary, Secondary & Latent Needs).
  • Gain a clear understanding of the customer’s behaviour, needs, wants, and personality.
  • Demonstrate the capability of walking through the entire customer experience and identify all the “Touch Points” throughout the service/product offering.
  • Understand the Customer’s Journey and draw upon rich insight from the whole experience the customer has.
  • Define the customer segmentation landscape.
  • Gain knowledge about the various layers of experiences (as in Functional, Digital & Emotional Experience).
  • Have a mastery of the concept of “Successful Customer Outcome” and ability to link them to the business outcomes.

CMX-LEVEL 2: FOR PROFESSIONALS

 

Purpose:

Customer Experience will be the key differentiator for organisations who want to strive and outshine others to be Market Leaders and Disrupters. This needs a changed mindset and open the culture of an organisation to accept CX as the de-facto approach of empathy, co-creation and humanisation of work. Delivering an Impactful Customer Experience needs a lot of things to be designed, coordinated, managed and addressed.

Process:

This one-day course is a meaningful continuation to CMX-Level 1. Aiming to enable professionals with practical skills, it shows how to rely on the concepts of “Successful Customer Outcomes” and dissect each touch point in the customer journey to understand the value propositions and blockers of the customer experience. This course builds in empathy by linking “Successful Customer Outcomes” to “Business Outcomes”.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.

 

CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

 

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

 

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

 

By the end of Level 2, you will:

  • Be able to chart out the Customer Journey Map.
  • Gain and understand the Moment-of Truth and Touch Point concepts.
  • Gain the methodology to assess the Touch Point from the CX perspective.
  • Identify the value propositions and uncover the blockers of CX at each Touch Point.
  • Empathise with the customer.
  • Validate the service offering and brand promises of the organisation, and evaluate how they map to the Customer Needs and Value Propositions.
  • Understand about Omni-channel Orchestration.
  • Build empathy by linking Success Customer Outcome to Business Outcome via the Outside-In Strategic Matrix.

 

CMX-LEVEL 3: PRACTITIONER TO MASTER OF CXM

 

Purpose:

For customer experience leaders who are serious about using customer experience both on a financial and service performance benchmark, one needs to have the entire company/team to be aligned with the right approach, a changed mindset and an open culture. CX leaders need to have an advanced understanding of Customer Centric vision, mission and strategy.

Process:

Level 3 of the course enhances the leaders’ understanding and enables them to work towards creating a company culture focusing on customer experience and building customer centric teams.

 

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.

 

CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

 

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

 

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

 

By the end of Level 3, you will:

  • Understand how to start building a CX culture for the organisation.
  • Get clarity over how to set up an ecosystem for prototyping; build to fail faster and to succeed faster.
  • Gain and understand the service design concepts.
  • Look at different measurements and metrics like VOC, Customer Effort Score, Voice of Employees and various other metrics impacting or affecting NPS.
  • Get introduced to the Stick & Sweet theory.
  • Evaluate and define ways of making employees as Brand Advocates and Innovation Champions by defining the relations between Customer Experience and Employee Experience.