Good to Great CX for Leaders
Understand the prerequisites for creating a great customer experience
What client questions will it answer?
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What do i need to know to be able to manage and drive a better customer experience?
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What tools and techniques should i be using to measure customer experience?
Who will benefit from it?
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Front line managers.
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Front line team Leaders.
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Channel Managers.
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Operations Manager.
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Contact Centre Quality Managers.
Topics
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What is Customer Experience (CX) and why is it important for organisation today.
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Current market trends in Australia today.
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Why successful CX must be Leader Led.
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Understanding Customer Personas, Journey Mapping and Omnichannel CX.
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Ways to Build, define and manager a CX strategy.
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How to create a CX culture.
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Strategies for maintaining a CX culture.
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Ways to measure performance and CX.
Workshop Objectives
This two-day workshop demonstrated innovative ways to understand, create and manage the customer experience in all channels. Attendees will develop a comprehensive understanding of:
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defining the key drivers of your customer expectations.
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Consider how to formulate a customer experience strategy for your organisation using Exceed Global's framework.
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Identify ways your organisation can measure CX.
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Strategies ways to implement a CX strategy with your people.
As a result of this course, attendees become staff that drive customer experience improvements in their organisation.