Customer Experience Management – Design, Innovation & Deployment

Customer Experience Management – Design, Innovation & Deployment

The main purpose of our Customer Experience Management (CXM) Design & Innovation Masterclass is to provide you with a deep understanding of the concepts of Customer Experience and to show you how to ensure your Customer Experience program is successful.

To improve the customer experience, first must understand the customer’s end-to-end journey. Our Customer Experience Management (CXM) Design & Innovation Masterclass will show how to get into the hearts, minds and emotions of your customers. We can show you how to deconstruct the entire journey from your customer’s point of view. Once you understand their current journey, you can provide the experience your customer expects.

It creates significant improvements in customer experience and customer satisfaction by combining some of Emotional Innovation, Process Innovation, and Functional Innovation – into an integrated model of people, process, and product and service improvement.

Course Outline

Modules

Introduction to Customer Experience (CX) Management

Module 1 – Defining CX-Strategy

Module 2 – Customer understanding

Module 3 – Design Thinking

Module 4 – Governance

Module 5 – Culture

FAQ

Who should attend?

    • Management, Senior Managers, Team Leaders, Assistant Manager, Marketing Department, Data Analyst. R&D, Corporate Com, Sales Team etc
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