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
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Explore your strengths and weaknesses with the Leadership Gene Assessment -
One-on-one coaching and debrief to unpack your leadership style -
Create your leadership blueprint for building a winning culture -
Learn how external and internal forces shape operations and innovation
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
Ensure brand experience is in line with brand promises
Gain customer insights beyond sending out surveys
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.