Workshop title: Introduction to CX Workshop
- Online delivery by Daniel Ord, a CXPA Recognized Training Provider and 30 year industry veteran in CX, EX, Contact Centers & Customer Service
- A one day workshop split into 2 online sessions of 4 hours each
In short, this workshop is designed for anyone who wants to learn more about CX as a business discipline.
We’ve been teaching CX courses since 2001 and whilst many of our Participants seek to become CX Leaders and Consultants, it’s also becoming clear that there are others who want to increase their awareness and understanding of CX practices and principles.
And we find that CX Leaders & CCXPs are looking for a course that they can share with other Employees and Colleagues that doesn’t require the ‘depth’ needed to be a CX Leader or CCXP.
The Introduction to CX online course is delivered over two consecutive days (four hours each day) to fast-track CX Learnings with typical attendees for this course including:
- Senior Executives and Managers who want to understand the various components of CX
- Contact Centre and Customer Service professionals who want to broaden their understanding of Customer Experience
- CX Leaders & CCXPs who want colleagues & employees in their organisation to better understand CX in a practical, motivating & engaging way.
Module 1: Understanding Customer Experience
Customer Experience isn’t Customer Service on steroids. And it’s not about buying the latest technology or offering another channel.
It’s about understanding the Customer’s perception of your organization and then proactively doing something about it.
The Building Blocks for CX
- Defining Customer Experience
- Looking at CX ‘from space’
- How to use the Customer Lifecycle & Stages
- The role & value of Journeys
- The role & value of Touchpoints
- The role of prioritization in CX
- Drivers of Customer Expectations
- Shaping Customer Expectations
- Customer Expectations & Journeys
- Physical & emotional Customer expectations
- The CX Pyramid and how to use it
- The Jobs to Be Done paradigm
Module 2: What kind of Experience will we deliver?
There isn’t just ‘one’ kind of experience. Crafting & communicating the CX Vision makes sure that everyone in the Organization knows what kind of experience we will deliver.
And we have to consider both who we are – and what Customers want – to put together that great CX Vision we can all rally around.
The CX Vision
- The 4 elements of CX Strategy
- Defining the CX Vision
- The CX Vision and Values
- Inputs to the CX Vision – Who we are
- Inputs to the CX Vision - Voice of Customer
- The role of Voice of Customer
- Setting Employee Standards with a CX lens
Module 3: Customer Service & Culture
There continues to be confusion between ‘what is CX’ and ‘what is Customer Service’. The answer to this question changes the entire way an Organization looks at CX – and Customer Service – and leverages on both.
And Culture is what unites everyone – but what is it and how do we get there? In this section we figure that out.
- The difference between Customer Experience & Customer Service
- What CX professionals can learn from Customer Service professionals
- Defining Customer Service for everyone
- Defining Culture
- The role of cultural beliefs
- The role of Values in Culture
- The role of Hiring in Culture
- The role of Socialization in Culture
- Rituals, Storytelling & Training
- Formal & Informal Rewards
Module 4: CX as a Business Discipline
CX is about a lot more than just ‘being nice’ to Customers. It’s a formal business discipline with specific & specialized know-how required.
The Organizational competencies for CX have been well established and important to understand.
The Business Background for CX
- The historical & market drivers for CX
- CX as a business discipline
- The role of metrics & outcomes
- Stakeholders for CX
The 6 CX competencies and what you need to know about each one
- Customer Experience Strategy
- Voice of Customer, Customer Insight & Understanding
- Experience Design, Innovation & Improvement
- Metrics, Measurements & ROI
- Organizational Adoption & Governance
- Customer Centric Culture
- Putting it all together - what CX maturity looks like