Customer Experience Accelerator Course | ICMI
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Customer Experience Accelerator Boot Camp

Delivery Method

Date/Time

Price

Symposium (Classroom)
In-person, multi-day training.

Mar 27-28, 2019
Las Vegas, NV

Varies

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Client Site Training
Bring this course to your facility.

Varies

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This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model.

The workshop will focus on key topics such as: CX vs. Customer Service, metrics, journey mapping, voice of the employee, and key CX methodologies. The key take- away of the CX Accelerator course is to build and design a C/X Program to drive and maximize customer experience.


Who should attend
  • Managers
  • Directors
  • Professionals responsible for creating, improving, or optimizing their customer experience program
What you will learn
  • An introduction to modern customer experience
  • Understanding and utilizing the Voice of the Customer
  • Experience engineering and effort reducing methodologies
  • Gauging employee experience
  • The role of culture and leadership in customer experience
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List Price: Varies

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 Customer Experience – The Next Competitive Battleground

  • Introduction to CX
  • CX versus Customer Service
  • CX Glossary of Terms
  • CX Maturity Model and various stages


Module 2 Voice of the Customer

  • Introduction to VoC
  • Structured and Unstructured Feedback
  • Building “listening paths”
  • CX Metrics that Matter
  • Building a CX Dashboard
  • Journey Mapping
  • Voice of the employee


Module 3 Experience Engineering

  • Principles of “Leading Change”
  • The power of effort reduction
  • Methodologies that matter
  • Lean Six Sigma
  • Knowledge Centered Support
  • Dev Ops / ITIL / Agile


Module 4 Employee Experience

  • Why EX is the foundation of CX
  • Creating meaningful work
  • Motivating Employees
  • “TOMO” factor


Module 3 Leadership and Culture

  • Achieving leadership buy-in
  • The power of authentic human leadership
  • Developing and maintaining a customer-centric culture
  • Hiring customer advocates