Customer Experience Coaching

 

Description

Organisations around the world are waking up to the power of Customer Experience and Customer Centricity. They are quickly realising that the old way isn’t working. Many organisations know that they need to embed Customer Experience Management practices but need guidance and support to be able to make this transition.

This course has been carefully constructed to equipt you with the skills to be able to coach organisations on their journey to become customer-centric. Attendees learn how to lead a customer-centric transformation by leveraging the practices and principles of the CX CENTRIC Framework. Attendees will also gain insights and practice how to gain buy-in, launch customer-centric transformations, deliver customer-centric experiences, and empower teams to innovate.

This is an interactive course, filled with information, practical examples, and activities based on real-world situations.

Duration: 1 day

Learning Goals

  • Articulate the benefits of Customer Experience Management to all levels within an organisation.

  • Support organisations to produce compelling business cases for their CX initiatives.

  • Learn how to plan and implement your Customer Experience transformation project

  • Learn how to assess the current CX capabilities of an organisation

  • Use a variety of coaching techniques to engage and assess stakeholders at all levels

  • Coach leaders, managers and team members to transition to customer-centric ways of working

  • Be able to adopt a CX framework that utilises insights and drives governance to produce tangible outcomes

  • Help companies improve their level of innovation by improving the way they work

Key Modules

  • CX Centric Framework

  • ICON Transformation Process (part 1)

  • ICON Transformation Process (part 2)

  • Coaching for success

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 business analysis principles

Please contact us to enquire about prices.