Achieving Excellence in Customer Experience (CX) Management
Managing the customer experience has emerged as a key strategy to gain competitive advantage in today’s hyper-competitive marketplace, especially in the B2C sector. This CX training program is designed to build organizational capacity to nurture long-term customer relationships. It will furnish participants with the knowledge, insights and skills required to quickly and effectively formulate, implement and manage a framework of ongoing customer experience excellence.
Top Reasons To Choose This Program
Develop a concrete plan during the program to address a specific CX challenge you're facing
Receive a free personal and organizational customer experience capacity assessment
Optional post program field trip provides a deep dive into to a real-life CX implementation
Optional quarterly round table and one-to-one follow-up with instructor to share experiences
About This Program
Learn the skills to manage CX for maximum competitive advantage and build the organizational capacity for delivering sustained CX excellence
Customer Experience (CX) is the impression your business leaves with customers at every point of contact and across every stage of their relationship with you. A positive experience builds brand loyalty and affinity, and contributes to your bottom line by creating brand advocates who increase in value over time (LTV) and evangelize your products and services to others.
Managing the customer experience has emerged as a key strategy to gain competitive advantage in today’s hyper-competitive marketplace, especially in the business-to-consumer sector. This customer experience management training course is designed to build organizational capacity to nurture long-term customer relationships by optimizing and aligning interactions to exceed expectations. It will furnish participants with the knowledge, insights and skills required to quickly and effectively formulate, implement and manage a framework of ongoing customer experience excellence.
Top Take-Aways
Understanding why CX is a strategic imperative
Understanding the impact of CX on organizational performance
Quantifying the ROI for customer experience excellence
Cultivating the capacity to go beyond best-practices to next-practices
Ensuring the brand experience is consistent with the brand promise
Eliminating performance variance across channels, locations, touchpoints
Connecting core organizational beliefs to a focus on customers
Putting the human being at the centre of design
Moving beyond surveys into gaining customer insights
Becoming a CX leader and champion
Who Should Attend
This customer relationship management training course will benefit managers, directors and VPs who seek to develop the organizational capacity to differentiate their business from the competition through exceptional CX. It is perfect for all areas, including:
Retail
Operations
Human Resources
Information Technology
Marketing
Finance
Contact Centres
Processing Centres
Participants will also benefit from:
Simulation, case studies and group work based on real world challenges;
Real life examples of excellent and not-so-excellent implementations;
Learning how to identify and model the application of new technologies;
Exercising agile innovation to develop real life next practices
PMI, PMBOK, PMP, and PMI Registered Education Provider logo are registered marks of the Project Management Institute, Inc. The Schulich Executive Education Centre is a PMI Registered Education Provider (R.E.P.), as designated by the Project Management Institute (PMI).
21 HRPA - CPD Hours
This program has been approved for CDP hours under Section A of the Continuing Professional Development (CPD) Log of the Human Resource Professionals Association (HRPA). Be sure to note the program ID number on your CPD log. For more information about certification or continuing professional development, visit the HRPA website at www.hrpa.ca/hrdesignations_/Pages/Continuing-Professional-Development.aspx
