Good to Great CX for Leaders 

Understand the prerequisites for creating a great customer experience

 

What client questions will it answer?

  • What do i need to know to be able to manage and drive a better customer experience?

  • What tools and techniques should i be using to measure customer experience?

 

Who will benefit from it?

  • Front line managers.

  • Front line team Leaders.

  • Channel Managers.

  • Operations Manager.

  • Contact Centre Quality Managers.

 

Topics

  • What is Customer Experience (CX) and why is it important for organisation today. 

  • Current market trends in Australia today.

  • Why successful CX must be Leader Led.

  • Understanding Customer Personas, Journey Mapping and Omnichannel CX. 

  • Ways to Build, define and manager a CX strategy.

  • How to create a CX culture. 

  • Strategies for maintaining a CX culture.

  • Ways to measure performance and CX.

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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: 

  • defining the key drivers of your customer expectations.

  • Consider how to formulate a customer experience strategy for your organisation using Exceed Global's framework. 

  • Identify ways your organisation can measure CX.

  • 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.

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