Course Description
This intensive 5-day course equips professionals with the knowledge and tools to revolutionize their organization's customer experience. Participants will learn to map customer journeys, implement CX strategies, and leverage data-driven insights to create memorable interactions across all touchpoints. By the end of the course, attendees will be prepared to lead CX initiatives that drive customer loyalty, advocacy, and business growth.
Learning Objectives
- Develop a comprehensive understanding of customer experience principles and best practices
- Master the art of customer journey mapping to identify pain points and opportunities
- Learn to design and implement effective CX strategies aligned with business goals
- Acquire skills to measure and analyze CX metrics for continuous improvement
- Understand how to create a customer-centric culture within your organization
- Gain proficiency in using CX tools and technologies to enhance customer interactions
Course Modules
Day 1: Foundations of Customer Experience
- Introduction to CX and its business impact
- Understanding customer needs and expectations
- CX vs. Customer Service: Key differences
- The role of emotion in customer experience
Day 2: Customer Journey Mapping
- Principles of customer journey mapping
- Identifying touchpoints and moments of truth
- Persona development for effective journey mapping
- Journey mapping workshop: Hands-on exercise
Day 3: CX Strategy and Design
- Developing a CX vision and strategy
- Design thinking in CX innovation
- Aligning CX initiatives with business objectives
- Creating seamless omnichannel experiences
Day 4: Measuring and Analyzing CX
- Key CX metrics and KPIs
- Voice of Customer (VoC) programs
- Data analysis and insights generation
- Continuous improvement frameworks
Day 5: Implementing and Sustaining CX Excellence
- Building a customer-centric culture
- Change management for CX transformation
- CX governance and leadership
- Future trends in customer experience
Practical Wins for Participants
- Create a comprehensive customer journey map for your organization
- Develop a customized CX strategy aligned with your business goals
- Design a VoC program to capture and analyze customer feedback
- Craft an action plan to foster a customer-centric culture in your company
Credits: 5 credit per day
Course Mode: full-time
Provider: Blackbird Training Centre
