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Customer Experience Perfection for Modern Managers

Course Overview

Boost your team’s performance with a certified customer experience professional, an absolute necessity in today’s dynamic business environment. Prioritizing Customer Experience (CX) using fundamental principles, emphasizes the critical role of a clear CX management strategy in meeting and exceeding customer expectations.

As a senior customer experience manager, you play a pivotal role in introducing and executing this system throughout the organization. To succeed, you need a comprehensive understanding of the central elements of modern CX.

Our Customer Experience Certification Course provides in-depth knowledge of CX and essential CX Management principles. Gain practical skills to evaluate, implement, and structure or restructure CX practices efficiently, achieving optimal outcomes at minimum cost and time. This empowers you to achieve optimal CX outcomes, positioning yourself as an industry leader.

Transform your perspective on CX with our certificate course, expand your managerial expertise across various critical topics, including:

  1. Uncovering the genuine expectations and desires of your clients and mastering the art of meeting them
  2. Implementing best practices for exceptional CX models
  3. Embracing the latest tactics to deliver an outstanding digital client experience
  4. Developing the skills to establish the most applicable modern CX standards
  5. Gaining insights into both present and future CX developments

Enroll now and redefine your success in the field of customer experience.

Who Should Attend

  • Customer Service and Customer Relations Professionals
  • Customer Experience Managers (CXM)
  • Heads of Departments
  • Senior Managers
  • C-level Managers
  • Middle Managers
  • Managers who want to improve Customer Experience in a department or organization
  • HR professionals
  • IT professionals
  • Administrative staff
  • Supervisors
  • General business professionals and staff from any function who need to learn and apply state-of-the-art data analysis techniques to their daily business reporting and decision making.

Course Objectives

At the end of this learning course, participants will be able to:

  • Lead your company to the top via the successful implementation of outstanding CX
  • Identify strategies and steps for seamless Customer Experience Management
  • Recognize the reasons for changing client expectations and how to deal with it
  • Upgrade the processes of your company to the obligatory level of modern CX standards
  • Develop a clear structure of CX measurements that perfectly fits your organization type
  • Study strategies to create an amazing customer experience internally and externally
  • Build and manage a professional team which is capable of consistently delivering great CX
  • Reveal potential pitfalls and know the tactics on how to prevent them
  • Master ways to achieve, maintain and control the best stable performance
  • Enhance your overall managerial skills and abilities to better manage your team
  • Know the best international practices and apply then in your work place

Course Content

Introduction and Course Overview

Customer Experience Essentials and Its Role in Your Organization

  • What is customer experience, and why is it important?
  • How is CX different from customer service
  • What’s in it for my organization and me?
  • Customer experience pyramid
  • Fundamental Elements of Customer Experience
    • Strategy
    • People
    • Technology
    • Operations and processes

Building Customer-Centric Culture

  • Strategy development and vision/mission creation
  • Understanding Customer Lifetime Value (CLV) – look beyond the purchase
  • Making customer and his feedback a priority
  • Transformation process – overcoming difficulties
  • Broadcasting strategy and culture to whole organization

Needs and Expectations of Customers – Revealing Employees and Buyer Personas

  • Internal Customers and External Customers
  • Types of expectations
  • Exposing the reasons why customers’ behavior is changing
  • Creating Buyer/customer personas
  • Understanding the importance of staff for customer experience delivery
  • Developing Employee Personas

Designing Customer Journey Map – Essential Tool to Enhance Customer Experience

  • Importance of the customer journey
  • Research phase – tools and methods to conduct proper research
  • Process of journey map development – two different approaches
  • Traditional approach to journey map development:
    • Buyer persona – reviewing personas we have created earlier
    • Buyer’s Goals
    • Touchpoints
    • Pain points
    • Roadblocks
  • Overlapping Two axes approach to journey map development:
    • Horizontal axis – before, beginning, during, end, next
    • Vertical axis – needs (why), actions (what), players (who), channels (where), emotions (how customer feels, what his satisfaction is)
  • Visualization whole path for better understanding

Marrying Offline and Online Channels in Omnichannel Experience

  • Understanding the basic concepts of Digital Experience
  • Social Media, communities, and customer generated content
  • Websites adaptations and the growing importance of Mobile Customer
  • Messengers
  • CRM
  • Trends and innovations: chatbots, Internet of Thing (IoT), VR, artificial intelligence, voice
  • Personalized in-store experience, office visits, and events
  • Personal assistance, customer service in person and on the phone
  • Process of combining offline and online into seamless customer experience

Measuring and Analyzing Customer Experience

  • How to choose KPIs and metrics to measure
  • Which metrics to choose
  • Best means and tools to collect necessary information from your customers

Customer Journey Management and Continuous Improvement

  • Implementation stage – resistance you can face during implementation and how to deal with it
  • Seeing feedback from internal and external customers as a source for enhancing CX
  • Double-checking touch points and roadblocks to find new insights
  • Checking existing processes and operation for further improvement

The Leader’s Role in Managing Change

  • Key factors in successful change
  • Understanding the change cycle
  • Helping the team or organization move through change stages
  • How to deal with the resistance to change – handling reactions to change

Setting the Standards for Customer Experience Excellence

  • Designing the right CX standards
  • Setting and applying the standards and guidelines
  • Control of implementation of CX standards at all levels of the company

Your Personal Action Plan

Table of Contents

Course Code DU0604 Category
Location: Dubai, UAE
Duration: 5 Days
Language: English
Cost: 15,770 SAR
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