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