CXPA RTP Course: CXPA Based Customer Experience Training (3 Day Online Edition - Day Sessions

CXPA RTP Course: CXPA Based Customer Experience Training (3 Day Online Edition - Day Sessions

Starts:  Sep 29, 2020 9:00 AM (AT)
Ends:  Oct 1, 2020 3:00 PM (AT)
As a Limited Edition right before CX Day, we are offering our popular in-house 3-Day CX training as an online open registration class. Two session schedules will be offered, day classes or evening classes, to allow for busy schedules and job demands, as well as time zones.
The training provides a strong overview and introduction into CX and its integration into the business environment, taking the mystery out of the many buzz words and concepts of surrounding CX, yet fully aligning with the 6 areas of the CXPA Framework.

The agenda covers the following topics:
Day 1 - CX Basics and Strategic CX Management
• What is CX (and how it is different to Quality Management and Customer Service)
• Why should CX be Strategic and how to link CX to Corporate Strategy
• The importance of Customer Centric Culture
• How to drive CX adoption in the organization

Day 2 - Personas, Journey Maps and Emotions
• Who is the customer Personas and Segmentation
• What is the customer looking for Needs and expectations
• What is the customer doing Journey Mapping
• Emotions why they are important for CX and CX design

Day 3 - Measuring CX Success VOC, NPS, ROI
• What is VOC (and what is it not)
• CX KPI and link to Operational and CS data
• Surveying and other ways to get VOC
• Organizing CX around the CXPA/CCXP Approach

Location

Online Instructions:
Url: http://kca-consultants.com/
Login: Registration and information over WhatsApp or email

Contact

Marc Karschies, CCXP
971 55 89 46399
mkarschies@kca-consultants.com
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