Customer Experience Certification

A 2-day face-to-face programme designed to introduce participants to the critical components critical for building a customer-centric company so change thinking & approaches are understood.

Participants also create their development roadmap to navigate their CX career aspirations.

Who is this for:

Staff without prior knowledge and/or experience in Customer Experience.

This programme is designed to build an understanding of the fundamentals of Customer Experience & apply basic techniques.

What you will learn:

• Foundation Principles:definitions & impact.
• The 12 competencies to build a customer-centric company.
• The fundamental building blocks that underpin CX success.
• Understanding & application of both existing tools & new next practice techniques.
• Core principles of customer research, insights & journey mapping.
• How to deliver business impact with supporting case studies.

A 3-day face-to-face programme where participants build on the core principles from Foundation & are equipped with core skills that drive customer-centric change.

These techniques are ahead of what is considered best practice & key to creating differentiation for the customer.

Who is this for: 

All change, business & project staff involved in supporting or driving customer-centric change programmes.

What you will learn:

• Learn how to supercharge your customer insight programmes by combining Data-driven VoC with next practice & outcome-based Human-centric thinking techniques to identify opportunities for change and innovation.
• Build a rigorous change framework that enables you to both optimise and customer align Customer journeys to supporting process.
• Understand the key measures important to customer success & how to make customer metrics relevant to your organisation’s success measures.

Topics Covered:

Data-driven CX

• VoC programme strategy.
• Designing a VoC Programme
• Evaluating executable insight

Journey mapping & management

• Best practice approach.

Success Measures

• Measuring the right things.
• Alignment techniques.

Human-centric CX

• Principles of Design Thinking
• New high impact methods.
• New outcome-driven insight techniques.
• Journey optimsation and customer alignment.

A 5-day face-to-face programme where participants build on the core skills & techniques at Practitioner level & learn the critical aspects of building a high-performing customer-centric organisation with a clear & compelling ROI.

This framework is the practical & measurable implementation path to creating a customer-centric company with clear differentiation & P&L impact.

Who is this for:

Aspiring professionals who are looking to extend their professional CX capability & take advantage of advanced tools & methods.

What you will learn:

• Learn how to apply the principles of customer-centred innovation to uncover hidden customer needs & wants & to design new propositions, products & experiences.
• Apply service design principles & tools such as empathy mapping & service blueprinting to create & manage the link between people, processes, policies & technology.
• Create a CX-practical implementation & governance framework.
• Build an agile process to align technology requirements with your desired customer outcomes & experiences. 

Topics Covered:

• The ROI of Customer Experience & Business Case
• Building a differentiated & company-specific roadmap.
• Customer-centric innovation methods.
• Service design.
• Implementation & governance frameworks.
• Managing omni-channel experiences.
• Technology alignment.

Advanced Service Design & Innovation

• Empathy mapping.
• Service blueprinting: linking the interactions with processes, policies, technology & systems.
• Ideation techniques.
• Prototyping & testing.

CX Strategy

• 5 levels of outcome: holistic approach
• Core building blocks & process.

5 day face-to-face programme. Delivering customer-centric change is tough. Leaders have a difficult job aligning the conflicting objectives surrounding customers, employees & company performance in a truly agile manner. Many of the principles involved directly challenge traditional inside-out service excellence focus that currently prevail in most organisations.

Then factor in employee engagement at approximately 33% – with only 12% passionate about their work & management even lower at 30% – alongside fear of failure & lack of customer alignment.

Business leaders need advanced leadership, persuasion & people development skills to create the level of customer centricity that will deliver results.

Who is this for:

Business leaders, senior managers & aspirants with a passion for creating change, developing people & harnessing their customer-centred leadership skills.

What you will learn:

• Creating employee fulfillment, engagement & passion.
• Learn how to empathise with your people & apply methods to build empathy within your organisational culture.
• Measure the right things for long-term business, customer & employee success.
• Creating a sustained customer-focused culture with empowered employees.
• Learn the fundamentals of people engagement & craete a sustained culture that proactively seeks ways to exceed customer expectations.
• Cultivate a sense of belonging & excitement for your people, empowering them to deliver stellar experiences for your customers & deliver P&L impact.

Topics Covered:

• Customer Experience leadership.
• Employee engagement & passion.
• Culture development.
• Building a movement from within.
• Selling change to senior stakeholders.
• Storytelling.
• Internal & external promotion & recognition.
• Building Brand You™
• Principles of gamification.
• Teaming to accelerate value.
• Realising business value.

Champions are senior business leaders & executive management group who are not directly involved in implementing change but who are ultimately accountable for outcomes & results.

A great group of champions can significantly accelerate change & add real value to the transformation process.

This 1-day workshop re-familiarises stakeholders with the main principles of building a customer-centric company then extends to cover how they can support change, evaluate progress, resolve issues & ensure risk is mitigated.

Who is this for:

Business leaders who are passionate about making an impact & supporting customer-centric change.

What you will learn:

The role of the Customer Champion

• Understanding the difference between CX & customer centricity.
• The principles behind business case development.
• Building the company-specific roadmap.

The principles behind each of the 12 CX competencies:

• Leadership
• Change support
• Risk mitigation
• Resolving cross functional issues
• Teaming to accelerate value
• Outcome realisation
• Value-added contribution