September 2024 Introduction to Customer Experience

Job Description

September 2024 Introduction to Customer Experience Training Course A lot is said and heard about Customer Experience (CX) professionals, but how many people really understand what CX is and what it can do for your business? Sure, CX professionals are working to deliver insights that their organisations can use to improve stakeholder value – across customers, employees & the organisation. But the CX Team typically represent only a few folks across organisations with dozens, hundreds and even thousands of employees. And it takes everyone in the company to make great CX outcomes happen. And what does CX even mean? Even within the industry, there is often confusion about customer experience. So, we created this special September 2024 Introduction to Customer Experience course to help everyone understand what CX is (and isn’t) because it begins when you want everyone in your business to contribute to great CX outcomes. Whether you’re a busy executive, board member, contact centre manager, work in marketing or are new to a customer experience role, this course has been designed for you. We cover what CX is, what it looks like and why it matters. We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability and employee engagement and, of course, create happier customers. Who Should Do This Course? The September 2024 Introduction to Customer Experience course is designed to fast-track CX learnings for those looking to broaden their understanding of CX, with typical attendees for this course including: Senior executives and managers who want to understand the various components of CX and how and why they are critical to business success. Sales and Marketing professionals who want to broaden their understanding of Customer Experience and why it matters. Contact Centre and Customer Service professionals who want to broaden their understanding of Customer Experience (CX) and improve their career opportunities. Managers of experience-related roles (e.g., Member Experience, Student Experience, etc.) who want to broaden their understanding of Customer Experience (CX) and how it can help drive business initiatives. Employees of organisations that already have CX Leaders and CCXPs who want colleagues and employees in their organisation to better understand CX. Course Modules The September 2024 Introduction to Customer Experience Course is split across two modules delivered over a single 4-hour online session. Module 1 - Understanding the Customer Experience Defining Customer Experience Looking at CX ‘from space’ How to use the Customer Lifecycle & Stages The role & value of Journeys The role & value of Touchpoints The role of prioritisation in CX Drivers of Customer Expectations Physical & emotional Customer expectations The CX Pyramid and how to use it The Jobs to Be Done paradigm The difference between Customer Experience & Customer Service Module 2 - What Kind of Experience Will We Deliver? The four elements of CX Strategy Defining the CX Vision The CX Vision and Values Inputs to the CX Vision – Who we are Inputs to the CX Vision – Voice of Customer The role of Voice of Customer Setting Employee Standards with a CX lens Course Outcomes Understand and be able to explain the definition of Customer Experience. Be able to describe the essential building blocks of Customer Experience. Recognise the difference between Customer Experience and Customer Service and why that matters. Learn different models for understanding how Customers perceive their experience. Understand the importance of having a CX Vision and the key elements of a CX strategy. Have enjoyed a forum for interaction, sharing and dialogue with others working in similar roles and interests. Course Details The September 2024 Introduction to Customer Experience Course is delivered via Zoom on Friday, 13th September 2024 – 12:30 to 16:30 AEST (Melbourne, Australia). The course is $348 AUD per person ex GST. Included in this course: 4 hours of live facilitated training by Daniel Ord Course workbook with key learnings, examples, case studies, etc (provided electronically) Available Discounts: Save 15% when booking for three or more staff in the same transaction. ACXPA Members save 25% off all CX Skills courses for 12 months. *Please note we need a minimum of four attendees to ensure we can deliver a quality training experience. A full refund will be provided if the minimum number is not met! #J-18808-Ljbffr