Customer Experience Management training for Professionals (Level-1 training, the first out of 3 Level series)
One day Immersive & Experiential training, using CEMMEthod ™ (Customer Experience Framework), LEGO® SERIOUS PLAY® & Tric-Trac-Trow™ Game
In 21st Century, Customer Experience is the main key differentiator for organizations who want to strive, outshine and become known as Disrupters or Market Leaders.
89% of companies expect to compete mostly on the basis of customer experience. 87% of buyers will pay more for a better customer experience. Customer experience has never been more important. (Gartner)
This needs a changed mindset and an open culture of an organization to accept CX as the de-facto approach of empathy, co-creation & humanization of work.
How does one go about getting it done or achieve it ? Does the management team, Operations team, share services, functional & non-functional departments in the organization know what it takes to achieve Customer Centricity? Do the various departments understand how to support the teams in building customer-focus, develop and articulate the customer experience promises?
About this course:
This one-day course introduces the basics of Customer Experience(CX) along with “Outside-In Thinking” and immediately triggers the mindset of “Putting the Customer first” approach, using LEGO® SERIOUS PLAY® & Tric-Trac-Trow™ Game to leverage experiential & immersive learning as a key takeway
Delivering Impactful Customer Experience needs, a lot of things to be designed, coordinated, managed & addressed.
For passionate Customer Experience Professionals, who want to leverage customer experience as a financial & service differentiator, ACXP training, walks you through the foundation of ideas such as customer categorisation and lets you deep dive into the drivers & enablers of CX thereby evolves you into advanced understanding customer centricity, cx strategy & cx operations.You learn step by step tool & techniques that are applied on a daily basis by most customer centric organizations & visionary cx professionals from across the world.
Developed & Designed by UK Based BPGroup, the CEMMethod™ is being used by CX Professionals in about 4000 companies around the world with the goals of reducing costs, increasing revenues & delivering amazing customer experiences, all at a time. These professionals understand, know and constantly keep delivering WOW Experience. and the required blend of process, policy, people, systems & tools.
The secret of CEMMEthod’s success lies in arriving at,creating & delivering the right blend of Process, People, Policy, Systems & Tools to align internal processes, metrics, measures & operations to the external customer experiences delivered. This is a claim that makes it stand apart from other methods and approaches.
The Accredited Customer Experience Professional (ACXP), Master (ACXM) and Champion (ACXC) courses are the most exclusive, prestigious and highly regarded customer experience qualifications available in the world today.Learn the methodology that the best performing companies in the world are using as their customer experience backbone.
ACX Professional (ACXP)
ACX Master (ACXM)
ACX Champion (ACXC)
Why LEGO® SERIOUS PLAY®
The LEGO® SERIOUS PLAY® approach enables the team with a tool to share and involve the various stakeholders in highly effective and engaging ways.
- 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 & evolve at options and develop new understandings
- Think with your hands
- Build individually, Share with the group
- Unlocks rich insights
- Refine, Reframe & Reinforce the required mindsets
Why Trick-Trac-Trow™ Game
- Identify the 27 drivers for designing, delivering & managing a WoW CX
- Classify the drivers into 8 categories of Experience Enablers
- Tric(k) into a randomized situation of any given day & Correlate to the randomised situation to identify multiple possibilities of CX Innovation
- Trac the required approach & right mindset to transforming each situation into an opportunity to delivery & enhance customer experience
- Trow the essence of delivering an impactful CX
- Understand how to translate Strategy of CX into experiences delivered by trivial transactions & obvious tasks
- Instantly Enable constructive dialogue & facilitate Co-creation in any given situation
- Understand dimensions of Experience Innovation
Program Outline:
Module 1: Putting yourself in the customer’s shoes:
Module 2: Understand “Successful Customer Outcome” (SCO) Matrix
Module 3: Customer Journey Mapping
Module 4: 27 Drivers & 8 Categories of Experience Enablers for Customer Experience Delivery
Benefits / Takeaway:
By the end, you would
- Identify how to open the doors to co-creation along with the customer for the business growth.
- Define the Customer Experience Segmentation landscape
- Embrace the context of Customer’s Needs (Primary, Secondary & Latent Needs): Who, What, Where, When Why, How
- Gain clear understanding of the customer behavior along with clarity about their needs and wants
- Demonstrate the capability of walking through the entire customer experience and identifying all the ‘Touch Points’ throughout the service/product offering
- Understand how to design, deliver, co-ordinate, manage & sustain Impactful Customer Experience
Who Must Attend
- Manager of Managers
- Team Leaders, Customer Experience Executives managing teams
- Operations Executives & Experience Design Executives
- Line Supervisors & Managers
- The front line executives, Customer Care and Support team members
- Marketing & Sales Executives & Managers
- Operations Executives & Supervisors
- Technology / IT Managers & Architects
Register your interest for attending a public, open house session