In this session we will drill down on Personas and Journey Maps and how they can help build your continuous improvement mindset.
Very much a hands-on workshop with attendees putting the theory into immediate practice.
We will cover:
By the end of this module, participants will have everything they need to start building bespoke Personas and Journey Maps, further enabling the organisation’s customer focussed culture and a greater understanding of the current experience your customers have.
Very much a hands-on workshop with attendees putting the theory into immediate practice.
We will cover:
- What are Personas and Journey Maps
- Why are they important
- Building your first Persona
- Building your first Journey Map
- Running your own sessions
By the end of this module, participants will have everything they need to start building bespoke Personas and Journey Maps, further enabling the organisation’s customer focussed culture and a greater understanding of the current experience your customers have.
In this session we will discover the importance of Employee Experience and empowerment. We will cover how you can build greater engagement through truly listening to your people.
Ensuring every member of the organisation has the right tools, training and support to be successful in their roles, further continuous improvement efforts focus-in on the resultant improvements to productivity.
Every element of these initiatives will result in significantly improved experiences for your customers via a more engaged and empowered workforce.
We will cover:
By the end of this session, participants will understand the key constructs of Employee Experience, enabling significant change to take place within the organisation.
Ensuring every member of the organisation has the right tools, training and support to be successful in their roles, further continuous improvement efforts focus-in on the resultant improvements to productivity.
Every element of these initiatives will result in significantly improved experiences for your customers via a more engaged and empowered workforce.
We will cover:
- What is Employee Experience
- What is Employee Engagement
- What is Employee Empowerment
- The impact of Culture and Leadership
- How these enable better Customer Experience
- The Employee Journey
By the end of this session, participants will understand the key constructs of Employee Experience, enabling significant change to take place within the organisation.
Listen - Learn - Act - Repeat
In this session we will explore how you can listen, learn and act upon your data to enable a continuous improvement mindset. We look at sources of data, measurement and metrics and the key features of a great ‘Voice of the Customer’ (VOC) programme.
VOC is so much more than simply sending NPS/CSAT/CES surveys and tracking the top-level results and this module will develop not only a full understanding of the benefits that can be derived but also show how to achieve such. Includes supplementary approaches such as Customer Advisory Boards.
The holistic data view encompasses a range of sources such as product usage, service requests, complaint handling, CRM data, and proactive brand protection encapsulating online review management and social media best practice.
We will cover:
By the end of this session, participants will have developed a greater understanding of the importance and key topics for a successful VOC programme, and will return to the office equipped with the knowledge to vastly improve your current initiatives.
In this session we will explore how you can listen, learn and act upon your data to enable a continuous improvement mindset. We look at sources of data, measurement and metrics and the key features of a great ‘Voice of the Customer’ (VOC) programme.
VOC is so much more than simply sending NPS/CSAT/CES surveys and tracking the top-level results and this module will develop not only a full understanding of the benefits that can be derived but also show how to achieve such. Includes supplementary approaches such as Customer Advisory Boards.
The holistic data view encompasses a range of sources such as product usage, service requests, complaint handling, CRM data, and proactive brand protection encapsulating online review management and social media best practice.
We will cover:
- Why we should listen to customers
- Key elements of a VOC programme
- Goodhearts Law
- Understanding the focus on Effective, Easy and Enjoyable interactions
- Measures and Metrics
- Closing the loop
By the end of this session, participants will have developed a greater understanding of the importance and key topics for a successful VOC programme, and will return to the office equipped with the knowledge to vastly improve your current initiatives.
In this session we will explore approaches to leadership with a key focus on ‘Servant Leadership’ which aligns exceptionally well to a customer centric culture. We will review and understand the key features of a servant leader and show how this approach can lead to better cultures and outcomes for your staff and customers.
We will cover:
By the end of this session, participants will have a thorough understanding of organisational leadership with an in-depth understanding of Customer Centric and Servant Leadership approaches. Through adoption of these approaches, organisations can rapidly improve the culture within and benefit from an immediate impact on both employee engagement and Customer Experience.
We will cover:
- What is a leader
- Leadership styles
- What is Servant Leadership
- Attributes of Servant Leaders
- Aligning approaches
By the end of this session, participants will have a thorough understanding of organisational leadership with an in-depth understanding of Customer Centric and Servant Leadership approaches. Through adoption of these approaches, organisations can rapidly improve the culture within and benefit from an immediate impact on both employee engagement and Customer Experience.
In this session we will look at the power of providing an advanced Customer Service operation.
We will look at the use of company-wide CRM and ticketing systems in addition to AI and chatbots as part of an omnichannel approach.
We will cover
By the end of this session, participants will have a thorough understanding of the key concepts of progressive Customer Service and return to the office with a clear view on the expectations of the modern customer.
We will look at the use of company-wide CRM and ticketing systems in addition to AI and chatbots as part of an omnichannel approach.
We will cover
- Systems and CRMs
- Data as an improvement driver
- Self-Service and Knowledge Base
- Automations and AI.
- Standard Operating Procedures
- Effectively dealing with complaints and online reviews
- Service recovery
- Customer Service as a critical and proactive function
By the end of this session, participants will have a thorough understanding of the key concepts of progressive Customer Service and return to the office with a clear view on the expectations of the modern customer.
In this session we will deep dive into your company’s Values, Vision and Goals whilst seeking to build your bespoke Customer Experience Strategy.
We look into the key features of a great CX strategy and the most important tactical and operational elements to support this.
We will cover:
By the end of this session, your team will have the foundations for your CX strategy fully documented with the energy and motivation to move into implementation.
We look into the key features of a great CX strategy and the most important tactical and operational elements to support this.
We will cover:
- Understanding your Why
- Building your key Attributes
- Creating your CX vision
- Identifying your key strategic goals and objectives
- Building your data and understanding
- Kotter's change model
By the end of this session, your team will have the foundations for your CX strategy fully documented with the energy and motivation to move into implementation.
In this session you will learn the key fundamentals of Customer Experience, developed and delivered by an internationally renowned CX specialist.
We will cover:
By the end of this course, participants with have a thorough understanding of the key concepts of Customer Experience and practical experience of the critical tools required to start analysing the organisation’s current performance in the eyes of their customers and the motivation to build towards the desired company objectives.
We will cover:
- Customer Experience – what is it and why has it become essential in modern business
- Understanding your Why
- Building your company Attributes and Vision
- An introduction to the I-SEE construct to build better experiences
- Toolkits such as Personas and Journey Maps
- Customer Service essentials
By the end of this course, participants with have a thorough understanding of the key concepts of Customer Experience and practical experience of the critical tools required to start analysing the organisation’s current performance in the eyes of their customers and the motivation to build towards the desired company objectives.