Customer Experience (CX) Strategy and Design

Who is the workshop intended for?

For managers and team leaders who recognize the importance of customer experience for the growth and success of their organization. For marketing professionals to understand how customer experience can positively influence brand perception, customer satisfaction and long-term sales growth. This training will also be of great benefit to those in charge of products and services development, as it will give them strategic guidelines for creating competitive products that attract and retain customers.

Training objectives

To provide comprehensive insight into the essential aspects that make up a successful customer experience in today's business environment. Understand how to identify and analyse customer needs, and how to use this information to define a clear and consistent CX strategy aligned with specific business segment’s needs.

Workshop content

• What is customer experience
• What are the fundamental elements of customer experience
• Why is customer experience important for the business success of the company
• What is CX strategy
• How to create CX Strategy
• Questions that good CX strategy needs to answer
• Alignment of CX strategy with company strategy and goals
• The importance of complete understanding of the customer
• Understanding the functional and emotional needs of customers
• How to listen and understand the real needs of customers
• Customer experience design
• How to ensure the continuity of the customer experience
• How to make the customer experience positive and memorable
• How we measure CX
• Aligning CX metrics with the rest of the company goals
• How CX results contribute to company results
• Challenges in managing CX activities
• The importance of organizational cooperation for the success of CX

DURATION: ONE DAY TRAINING PROGRAM

Organizational development

Customer Journey Mapping