Customer Experience Management Fundamentals
April 13, 2020 @ 9:00 am - April 15, 2020 @ 5:00 pm$2495
Learn how to be a Customer Experience Leader
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.
In this comprehensive three day course, you’ll learn 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 globally recognised best-practice techniques.
And even better, you’ll learn directly from a renowned global CX trainer (Daniel Ord, OmniTouch International), one of only a few globally certified training providers for CXPA and the only one conducting courses in Australia.
From developing the CX strategy through to execution this course ensures you are armed with the practical skills and knowledge on how to immediately start putting the customer at the centre of your business leading to better business outcomes.
Who should do this course?
As Customer Experience is still an emerging discipline for most businesses, the course will benefit any role that is looking to learn how to use the Customer Experience as the vehicle to deliver better business outcomes.
Typical roles this course may be suitable for include:
- General Managers looking to expand their skillset with a customer focus
- Customer Experience (CX) Managers
- Business owners
- Customer Service/Call Centre Managers wanting to broaden their skillset beyond the call centre
- Marketing Managers
- Customer Experience consultants
Six Powerful Learning Modules
This Customer Experience Management Fundamentals course is three full days designed to equip you with skills in the following six core CCXP competencies:
1. Customer Experience Strategy
The CX strategy defines and describes your intended customer experience, how it links to our overall objectives and how it aligns to your brand values and attributes.
2. Customer-Centric Culture
Learn the building blocks of establishing a customer-centric culture across your business.
3. Voice of the Customer, Customer Insight, and Understanding
Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research.
4. Organisational Adoption and Accountability
How to ensure your organisation acts on customer insights.
5. Experience Design, Improvement, and Innovation
Learn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives.
6. Metrics, Measurement and ROI
Learn how to choose the right CX Metrics and how to do the analysis and get the results out there including:
- Data architecture
- Return on Investment
- Principles of Customer Valuation.
In addition, we provide a comprehensive bonus module on Understanding Customer Experience to ensure alignment and understanding what Customer Experience ‘is’, how it ‘works’ and considerations to bring it to life in the organisation.
What’s involved in this course?
In the CX Management Fundamentals Workshop, we will:
- Provide a strategic understanding of each of the six core customer experience competencies (as detailed above).
- Share examples, case studies and stories around each competency.
- Provide practice quizzes for each competency domain.
- Document how the competencies interrelate with each other.
- Understand how to establish the business case for CX.
- Address the roles & practices around Personas, Journey Maps, VOC & VOE programs.
- Build out exercises that allow participants to apply concepts to real-world scenarios.
- Provide a forum for interaction, sharing and dialogue.
Gain Globally Recognised Certification
This course is the perfect prerequisite to equip yourself with the industry-leading certification for Customer Experience professionals known as the CCXP accreditation (Certified Customer Experience Professional).
Participants who complete this course are not required to take the CCXP Exam however should you decide to pursue the accreditation, this course is considered the ideal exam preparation as it uses the same style and format to give you the best chance of success.
The Certified Customer Experience Professional credential – ‘CCXP’ proves your mastery of the 6 Customer Experience competencies identified by the CXPA as critical for CX professionals.
There is a cost to sit the exam and you will be required to do some additional study to finalise your preparation for the exam (mostly consisting of some additional reading) – you can find out more about this here >
About your trainer:
The course will be delivered by Daniel Ord from OmniTouch International. one of just a handful of recognised CXPA training providers in the world and the only one currently offering courses in Australia.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre and customer experience publications and he is renowned for his natural training style, great storytelling and a wicked sense of humour!
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
Your ticket includes:
- All course takeaways (e.g. workbooks)
- Full catering with morning tea, buffet lunch and afternoon tea.
- A great opportunity to network with other CX professionals.
About the Venue
For those travelling interstate, the Pullman Melbourne on the Park provides discounted accommodation or you can stay nearby in Melbourne CBD and its just a short stroll through the beautiful gardens to the hotel (and across the road from the MCG!).
Public transport is just across the road (Jolimont train station) and there is discounted parking if you are planning to drive.
Our Early Bird rate for the two-day course is currently $2,495 until 31 December 2019. Normal price is $2,995. You can book instantly with a credit card or request an invoice – just visit our CX skills website for more information.