Course description
The Define Your Customer Experience Strategy workshop is a two-day program designed specifically for senior leaders in large corporate organisations. This workshop is aimed at helping participants develop an actionable customer experience strategy and equipping them with the necessary tools and skills to conduct similar strategy creation workshops in the future. Through interactive sessions, practical exercises, and collaborative activities, participants will learn the essential elements of customer experience strategy development and gain hands-on experience in defining aspirational customers, creating a compelling vision, identifying differentiators, establishing experience metrics, and planning for implementation. By the end of the workshop, participants will have a solid understanding of how to define and implement customer experience strategies that drive success in their organisations.
Upcoming start dates
Suitability - Who should attend?
Target Audience
Senior Managers, VP’s, Directors
Admission Requirements
This intervention is best suited for those who have the capacity to be:
- Open to Change
- Willing to experiment with ideas
- Able to reflect and acknowledge mistakes
- Willing to listen to what others say with a sense of inquisitiveness and humility
- Open to learning
- Focused on the future rather than the past
- Able to adapt a style to the requirements of the situation
Outcome / Qualification etc.
Learning Objectives
- Define the aspirational customers to guide your customer experience strategy.
- Define the customer experience vision, differentiators, and success criteria for the experience strategy.
- Define the key elements of an experiential mindset to foster a customer-centric culture.
Workshop Learning Outcomes
- By the end of the workshop, participants will be able to:
- Define and articulate the aspirational customers for their customer experience strategy.
- Develop a clear and compelling customer experience vision, expressed through a manifesto.
- Identify and define the differentiators that set their customer experience apart from competitors.
- Establish relevant experience metrics to measure and track the success of the strategy.
- Acquire the skills and tools to facilitate future strategy creation workshops and develop actionable plans
Training Course Content
Day 1:
Session 1: Introduction to Customer Experience Strategy
- Workshop objectives, structure, and desired outcomes
- The role of customer experience in organisational success
- Senior leaders' responsibility in driving customer-centric strategies
Session 2: Defining Aspirational Customers
- Identifying target customer segments
- Conducting research to understand customer needs, motivations, and aspirations
Session 3: Crafting the Customer Experience Vision: Creating a Manifesto
- Defining the purpose and core values that shape the customer experience vision
- Creating a powerful experience manifesto to guide decision-makin
Day 2:
Session 4: Identifying and Defining Differentiators
- Defining the unique aspects and value propositions that differentiate the customer experience
- Leveraging strengths and opportunities to create a distinct and memorable experience
Session 5: Establishing Experience Metrics
- Determining metrics to measure customer experience success
- Determining the desired organisational change needed to make the strategy operational
Session 6: Designing the Plan for Initial Activities
- Developing a roadmap for implementing the customer experience strategy
- Identifying priority activities and initiatives to bring the defined experience to life
- Allocating resources, establishing timelines, and engaging stakeholders effectively
Session 7: Facilitating Future Strategy Creation Workshops
- Building facilitation skills to guide strategy creation workshops
- Sharing best practices and techniques for effective group collaboration
- Creating a toolkit of templates, frameworks, and exercises for future workshops
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Action and Theory - Leadership Coaching and Training for a Range of Sectors
Dedicated to providing quality bespoke and coaching intervention techniques for professionals to improve their personal effectiveness and leadership skills, Action and Theory has been developing and executing strategy solutions since 2011. With a range of training solution formats, Action and Theory...