Learn the fundamentals of Customer Experience Management and/or prepare for the CCXP exam
With Customer Experience (CX for short) the hottest topic in business right now, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real, measurable results.
In our April 2021 CX Management Fundamentals training course, you’ll receive 18 hours of facilitated learning delivered by global CX expert Daniel Ord via 4 x 4.5 hour live Zoom sessions, teaching you the six core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised best-practice techniques.
This course will be delivered on:
- Session 1 – Tuesday 20th April 2021 1:00pm – 5:30pm AEDT
- Session 2 – Wednesday 21st April 2021 1:00pm – 5:30pm AEDT
- Session 3 – Thursday 22nd April 2021 1:00pm – 5:30pm AEDT
- Session 4 – Friday 23rd April 2021 1:00pm – 5:30pm AEDT
What you’ll learn:
Session One – Getting to the heart of CX
CX isn’t Customer Service. It’s not a better website or even a better buying experience. It’s about transforming the Customer’s perception of everything you are into something meaningful, actionable and tangible. CX Know-How helps make that happen.
Session Two – The CX Strategy & Voice of the Customer
Who are we? What do we represent? Do our people know who we are? And who are our Customers? What do they expect? Crafting a CX Strategy that operationalises & supports Organisational strategy and brand and considers the needs of Customers is where it begins.
We listen – we learn. And that means a thorough understanding of listening tools & practices. Quantitative surveys, Qualitative Research, tapping on multiple sources, making insights & results ‘real’ to people through Personas & Journey Maps.
Whether it’s ethnography, social media or a relationship survey, Voice of Customer is how we listen and learn.
Session Three – Experience Design & Metrics
When it comes time to innovate or create new experiences, human-centred design helps us come up with solutions we may have never thought of before. It’s not sitting around a table brainstorming.
It’s a stakeholder inclusive approach used to solve problems for humans by including them each step of the way.
And metrics matter. Because they inform us of the success of our strategy and its implementation. What objectives to choose, how to look at ROI, which experiences to measure, assembling data analytics that make sense and considering how to get action taken across the Organisation. These are the elements of Metrics, Measurement & ROI.
Session Four – Governance & Culture
Should we have a Chief Customer Officer? If so, what is their domain? What are the characteristics for success? And how can we tell if our Organisation takes Customer Experience seriously – that’s where Governance & Organisational Accountability come in.
It’s the sum of all the formal decisions made by our Organisation around Customer Experience. And it can be seen.
Culture can also be seen. It’s observable. But what goes into crafting & building a Culture that includes Customers? It’s both surprisingly easy and difficult at the same time.
Hiring, Socialisation, Cultural Beliefs, Rewards. Do we treat Customers right because we’re paid to? Or because it’s the right thing to do. That’s where Culture comes in.
Your Course Trainer
Daniel Ord is one of the leading global voices in CX management with Daniel regularly sharing his expertise as a keynote speaker on some of the worlds biggest stages as well as a regular judge in industry awards, author to countless articles and a guest on numerous podcasts across the world as a CX expert.
Daniel is one of only 9 people globally to have earned the CXPA Recognised Training Provider status and he is widely regarded for his wealth of knowledge, engaging presentation style and real-life stories that bring the learnings to life!