Course description
The Customer Experience (CX) Masterclass
You and your fellow attendees will learn how your business can attract the right customers, generate organic word-of-mouth, innovate and set it on a sustainable growth course by designing a smart CX strategy.
Contrary to the misconception, Customer Experience (CX) is not about CRM software, pampering your customers and showering them with freebies and discounts, or about going digital for the sake of it. It is not the customer journey either. This hands-on masterclass is designed purely to help companies learn how to truly differentiate themselves and grow their profit using lean innovation mindsets and approaches.
Upcoming start dates
Suitability - Who should attend?
This masterclass is for CX teams, strategy teams, marketing teams, customer experience teams, CEOs, entrepreneurs, and anyone in a managerial position interested in learning how to innovate in their B2C business through focusing on customers.
Our team has experience in CX. Is this masterclass suitable for us? Short answer is YES, definitely! Those who have little or no experience in CX will learn the entire process so that they have a clear understanding of how to use it, manage it and benefit from it in their work. For those who have experience in designing and managing CX strategies, it is important and highly beneficial to learn different perspectives on approaching this subject. How your instructor looks at the process, framework, order, definitions, metrics, weight of each step within the process, wordings of definitions, and approaches to CX innovation will be different from others you learned from.
By learning from different schools of thought you get to develop a more rounded understanding that helps you to shape your own views on designing experiences. Besides, the tools you will receive during the masterclass have all been designed by Loaay Ahmed (MDes, FRSA) himself. The only way to have access to them is by attending.
Outcome / Qualification etc.
- Reduce cost of sale
- Innovate faster and better
- Attract the right customers
- Retain customers for longer
- Increase word of mouth
- Have less focus on price by customers
- Measure innovation initiatives and progress
- Reduce employee turnover
- Become an employer of choice
Training Course Content
-
Clear understanding of what CX is and is not
-
Identifying the relationship between CX and Service Design and Innovation
-
Recognising the full 15 components of CX maps (before, during and after)
-
Exploring how to read and analyse CX maps
-
Identifying problem areas and innovation opportunities
-
Turning CX insights into benefits for the business
-
Using the Business Opportunity Diagnostic tool to validate your initiatives
-
Learning the difference between journey maps & CX
-
Evaluating the types of innovation generated using the Kano Model
-
Understanding the role employees play in shaping the customer experience
-
Designing more meaningful and productive employees working experiences
-
Understanding how brands design strong CX and continue to innovate
-
Exploring various tools for designing internal meetings that foster innovation
-
Learning from the performances, fortunes and misfortunes of other businesses
-
Rapid prototyping for faster and better innovation
Course delivery details
The content is structured around a number of exercises that immerse participants in the perspective of customers and to understand the journey, friction, thoughts, needs, and emotions that customers go through. The exercises also switch towards the business itself and guides the participants on how to explore the opportunities spotted from the earlier insights and discoveries.
There will be a great amount of practical and highly beneficial tools, templates, forms, tips, and methods to take back with you and apply them immediately at work.