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“Training should be delivered as experience”`

 

Learn some Essential elements of Customer Experience  like journey mapping and Voice of the customer and play with Artificial Intelligence, Behavioural Science & Engineering,    Gamification Customer Satisfaction, Cool Technology  Technology Design,   Organisational Design and Execution

 

The aim is to take you through the the core activities involved in customer experience and to provide you with an overview of the other elements involved.

The courses are all delivered with an expert focus so if you manage a Call Centre or Marketing departments or are involved in technology or strategy  there are specialist modules. You can ask to change options.

The Specialist Modules:

Behavioural Engineering

Contact Centres

Finance and Business Case

Customer Insight, Satisfaction & Loyalty

Gamification

Marketing & Customer Service

Omni-Channel Design

 

 

These tools and this structure are designed to make it possible to engage and the whole organisation in the process of change.

During the day you’ll take part in activities work in teams and participate in a competition. We try and make the day as real as possible so you’ll be using your own tools but you will be given a access to case studies videos and other resources throughout the day.

 

Agenda

introduction

Its your first day in your new job – and its going to be a tough one

6 exercises over your training day and at the end present a customer experience plan to the board.
projects

This course is not delivered as a series of structured modules that you are allowed to see in advance. It is an experience after all. However, there are breaks every 90 minutes special opportunities to rendezvous with colleagues and a chance to build a schedule with team-mates.

We start the day with Behaviour but its link to Technology and Organisation means that each subject is looked at from each of the 3 key stands.design part

Your score is partially calculated by the amount your plan can improve the value of the business

This course is structured as a game where a group of professionals come together to build a design for “Newco”.

Everyone receives the same core training on Customer Experience but each group work on a specialist subject.

managementAt the end of the day the delegates work in teams to get a business case pass the Board. This course shows you how to hold the meetings, build and adjust CJM’s do the books and a lot more around delivering change.

 

 

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Behaviour Part 1

Basic Principals & Engineering Tools

Cheating

Customer and Staff Engagement – Design, Engineering, Mapping, & Measuring

Project Management

Stakeholder Engagement in the digital world

Customer engagement

Voice of the customer in house design a program

Customer engagement in continuous improvement

Customer engagement in product and service design

Customer engagement product and service promotion

Customer engagement of products and services support

Staff engagement as above

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Technology

Experience technology basics

Omni –Channel Design

Tricks to join channels up

Artificial intelligence

Platform independent experience

Self-service journey design

Social media platforms

Inbound and outbound communication

Self-service journey improvements

 

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Organisation

Organisational Structures – History & Design

Process Design

Moments of Truth

Emotional Structures

Big Data

Auditing

CX Project Process & Business Cases including Financials

Execution and practical skills

This course is structured as a game where a group of professionals come together to build a design for “Newco”.

Everyone receives the same core training on Customer Experience but each group work on a specialist subject.

At the end of the day the delegates work in teams to get a business case pass the Board. This course shows you how to hold the meetings, build and adjust CJM’s do the books and a lot more around delivering change.

Ask the tutor a question  

Browse & Shop     

 

Behaviour Part 2

Social engagements – social media  Melt down

Managing Key Meetings

Customer emotions

Owning Key Documents and Processes

Gamification

Customer satisfaction metrics

Net promoter score

Customer efforts score

Customer engagement score

Staff engagement school

Overall experience performance

Designing your own dashboards

Passive engagement strategies

Active resolution strategies

Accurate use of social networks

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