Course Outline · 2 Days
managing the customer experience (customer journey mapping)
Customer experience managers, frontline supervisors, operations leads, marketing professionals, service designers, and business leaders seeking structured CX frameworks.
The customer experience has emerged as a critical differentiator in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully. Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises. The workshop covers the principles, methods and best practices of managing the customer experience. Anyone wishing to improve their knowledge of CX and acquire the abilities necessary to develop and implement a successful CX management plan will find this workshop to be the perfect fit.
At a glance
- Duration — 2 Days
- Who it’s for — Customer experience managers, frontline supervisors, operations leads, marketing professionals, service designers, and business leaders seeking structured CX frameworks.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Practical journey mapping exercises & simulations
- Game-based learning
- Best practice CX theory exploration
- Define customer experience (CX) and explain its direct impact on commercial performance and customer retention.
- Learn how to effectively create customer journey maps to pinpoint and resolve customer friction and opportunities for improvement.
- Discover the most effective techniques for managing customer experience, including developing customer personas and CX strategies.
- Learn how to create and put into action an effective CX management plan, including recording and measuring CX efforts for ongoing progress.
What is Customer Experience?
- What is customer experience (CX)?
- Customer experience vs. digital customer experience
- Examples of REAL customer experience breakdowns and wins
- Why customer experience management is critical to every modern business
Customer Journey Mapping (Practical Activities)
- What is Customer Journey Mapping and why is it important?
- Customer Journey Mapping Activity Level 1 – Heartbeat map
- Moments of Truth – Practical identification and mapping activity
- Customer Journey Mapping Activity Level 2 – End-to-end CX Journey map
Customer Experience Management Best Practices
- Customer Personas: Why are they so important and how to build them
- Defining Customer Experience Management (CEM)
- Six steps to create your customer experience strategy
- Real-world examples and best practices in customer experience management
Competitive review game – An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.