CX Management - Schulich Executive Education Centre

CX Management

Give your customers the absolute best experience possible with Schulich ExecEd’s CX Management course. Refocus your organization on nurturing long-term relationships with your customers and push well beyond your customers’ expectations. 

 

This three-day course is designed to give you the tools needed to create a CX strategy, implement it, and blow your customers away with a superior level of service. Be exposed to real-world challenges and get a practical knowledge of how to handle new technologies that could disrupt your current CX plan, while creating a customer focused culture within the organization. 

Here are some of the key details of the course

Length: 3 Days
Next Sprint: February 28, 2022 to March 2, 2022



Innovation and Organizational CX Culture assessment



Practical applications of your skills based on real-world case studies



Integration of employee-customer relationship management



Build a culture of CX excellent in your organization



Innovation and Organizational CX Culture assessment



Practical applications of your skills based on real-world case studies



Integration of employee-customer relationship management



Build a culture of CX excellent in your organization

Schulich ExecEd’s Next Level CX Program

Take a holistic approach to Customer Experience and learn to develop and implement plans that nurture long-term customers, provide for new customers, and promote ongoing customer relationships.

Program
Details


Apply By

February 14, 2022


Start Date

February 28, 2022


End Date

March 2, 2022


Fees

$2,950 + HST


Satisfaction Rating

90%


Format

Virtual


Length of Course

3 days

CX Management

Providing a great customer experience goes beyond being polite and accommodating. It begins before you make contact with your customers, and extends past the point of purchase. Customer Experience Management is designed to show you exactly how to implement customer experience strategies that exceed expectations at all levels.


Practical Applications

Tackle simulated case studies based on real world challenges


CE Credits

14 PDU - PMI Leadership, 7 PDU - PMI Strategic & 21 HRPA - CPD Hours


Optional Field Trip

Optional one-day field trip with a deep dive into the CX design and delivery of the host


Comprehensive Approach to CX

A holistic approach to Customer Experience ensures excellence at all levels

After Completion, You’ll Be Equipped To…



Develop a plan to tackle specific CX issues

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Ensure brand experience is in line with brand promises

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Gain customer insights beyond sending out surveys

marketing with social media



Connect core organizational beliefs to customer experiences

Give Your Customers an Unmatched Experience

Your customers deserve only the best. By taking the Schulich ExecEd Customer Experience Management course, you’ll set yourself up to provide unparalleled customer satisfaction and create a culture that focuses on nurturing customer relationships while also preparing yourself to continue growing as a CX Professional.

Module 1
Pillars for a Culture of Excellence

  • Understanding the belief systems & values of a culture of excellence
  • Learning the conditions of an organization that is ready to deliver CX excellence

Module 2
Current & Future Trends in CX Excellence

  • Recognizing the impact of customer expectations on systems, process, and technology
  • Creating greater prominence for CX strategy in organizational performance

Module 3
The Model for Governance of CX Excellence

  • Integrating employee and customer engagement as an imperative of governance
  • Designing and managing for continuous CX improvement

Module 4
Principles of Human Centric Design in CX Excellence

  • Aligning CX design with segmented journeys
  • Designing with the employee and customer at the center of CX excellence

Module 5
Construct for Operations of CX Excellence

  • Achieving CX excellence across locations, channels, touchpoints
  • Identifying the critical enablers of CX Excellence

Module 6
Roles & Responsibilities for Delivery of CX Excellence

  • The leaders’ responsibilities in achieving CX excellence
  • Achieving CX excellence through the frontline management

Ready to Take the Next Step with Schulich ExecEd?

Our unique approach to the practical application of the concepts in the CX Management course will ensure that you are prepared to take your customer management skills to new heights. 

Achieve Excellence.