Customer Experience Management
Introduction
The two-day (or four half-days if delivered remotely) Customer Experience Management course is designed for individuals responsible for or involved in CX strategy, customer journey design, quality management, or continuous improvement initiatives. It also suits those looking to understand proven methods to meet and exceed evolving customer expectations.
Contact me for a quote for a training course tailored to your organisation.
1
Outline Day 1
Day one introduces the fundamentals of Customer Experience Management, exploring how customer perceptions and expectations shape interactions with your brand. We’ll examine the principles of a robust CX strategy and the potential pitfalls that may lead to customer dissatisfaction or churn. Key concepts will include identifying customer touchpoints across the journey and capturing actionable insights from customer feedback. Additionally, we'll explore why some customers may not voice concerns and how to make it easier for them to share valuable feedback. Effective communication following interactions will also be highlighted to ensure customers feel heard and valued.
2
Take Aways Day 1
Participants will:
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Gain a foundational understanding of CX principles, from mapping customer journeys to effective touchpoint management.
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Learn strategies to improve feedback collection and ensure customer insights are captured accurately.
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Understand the importance of proactive and empathetic communication with customers.
3
Outline Day 2
Day two focuses on analysing CX data to identify root causes of customer pain points and implementing sustainable improvements. We’ll engage in hands-on exercises to practice these methods with confidence. Participants will learn to prioritise CX initiatives based on impact and urgency and to involve both frontline and back-end teams in delivering seamless experiences. We’ll also cover techniques for building rapport with customers, handling escalations effectively, and implementing governance frameworks to track CX performance through meaningful KPIs.
4
Takeaway Day 2
Participants will:
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Develop a draft CX improvement process tailored to their organisation, with relevant KPIs and oversight.
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Gain familiarity with tools for customer journey mapping and CX enhancement.
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Understand how to prioritise and escalate CX issues effectively.
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Learn techniques for following up with customers to strengthen relationships and manage escalations constructively.
Let's Work Together
Contact me for a quote for a training course for your organization.
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Courses can be organized on-site or remotely. Courses can be customized in alignment with client requirements. Don't hesitate to get in touch to discuss your requirements.
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Courses can also be delivered in German or French.
