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Customer Experience Accelerator Boot Camp

Course Description

Customer Experience is the next competitive battleground: Are you ready for the battle? This workshop is designed for contact center leaders who want to be on the front-lines initiating, improving and optimizing an effective CX program. This workshop focuses on key topics such as:

  • CX vs. Customer Service
  • Key CX Metrics
  • Journey Mapping
  • Voice of the Customer
  • Customer Experience Maturity

You'll walk away with the knowledge of how to build and design a C/X Program to maximize customer experience.


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 5: Leadership and Culture

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

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

Get Started

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 form to speak with your Account Manager.


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