Customer Experience Analysis Training (CEA)
Description
Do you collect customer feedback but struggle to translate this into actionable insights? Have you been tasked with developing service design solutions but need help to shape this? Are you responsible for implementing a Voice of the Customer platform but still deliberating over the key elements required?
Topics Covered
Duration: 1.5 days
Learning Goals
Ability to be able to map the customer journey, identify touchpoints, pains, gains and moments of truth
Ability to collect and analyse unstructured and structured data to uncover growth opportunities for your business
Ability to close the loop with your customers
Ability to engage and motivate different stakeholders through reporting of Customer Experience results
Ability to explain and demonstrate return on investment
Understand how to manage a Voice of Customer Programme
Key Modules
Customer Journey and Touchpoint Mapping
Experience Analysis
Experience Reporting
Explaining CX Return on Investment
What Attendees Get
Certification of attendance on completion
Access to training material
VIP access to the CX CENTRIC Network
Pre Requisites
All are welcome to attend the course, regardless of experience. However, the following prerequisites are highly recommended:
Familiarity with Customer Experience concepts and principles
Familiarity with general businss analysis principles