Course description
The Defining a Powerful and Actionable Customer and Employee Experience Strategy workshop is a comprehensive five half-day program designed for senior leaders in large corporate organisations. This workshop aims to provide participants with the knowledge, tools, and skills needed to develop an actionable strategy for enhancing both customer and employee experiences. By exploring the difference between pragmatic and emotional aspects of experience, understanding the Umami Strategy, and learning how to select differentiators and build compelling metrics, participants will be equipped to drive the success of their organisations through exceptional experiences. Additionally, the workshop emphasises the importance of fostering an experience-centered mindset within the organisation to sustain long-term success.
*Please note that this is an indicative intervention and will be tailored to your specific needs.
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
- Understand the significance of experience as a key differentiator in today's marketplace for both brands and employers.
- Learn how to define the Umami Vision, a compelling and inspiring vision for customer and employee experience.
- Develop the skills to select and leverage differentiators (edges) that set your organisation apart.
- Practice building compelling experience metrics and linking them to business metrics.
- Gain insights into building an experience-centered mindset within your organisation.
Training Course Content
The Defining a Powerful and Actionable Customer and Employee Experience Strategy workshop is a comprehensive five-session, half-day program designed for senior leaders in large corporate organisations. This workshop aims to provide participants with the knowledge, tools, and skills needed to develop an actionable strategy for enhancing both customer and employee experiences. By exploring the difference between pragmatic and emotional aspects of experience, understanding the Umami Strategy, and learning how to select differentiators and build compelling metrics, participants will be equipped to drive the success of their organisations through exceptional experiences. Additionally, the workshop emphasises the importance of fostering an experience-centered mindset within the organisation to sustain long-term success.
Workshop Content:
Session 1: Understanding customer and employee aspirations
- Discussing the psychology and neuroscience of human experience
- Exploring the value of aspirational research
- identifying deep needs of customers and employees based on the Self-Determination theory
Session 2: Understanding the Pragmatic and Emotional Aspects of Experience
- Differentiating between the functional/pragmatic aspects and emotional aspects of customer and employee experience
- Exploring the impact of emotional experiences on customer loyalty and employee engagement
- Discussing the Peak-End theory to design memorable experiences
Session 3: The Umami Strategy: A Holistic Approach to Experience Strategy
- Understanding the key elements of the Umami Strategy framework
- Introducing the Umami Vision as a powerful and inspiring statement for customer and employee experience
- Identifying and defining differentiators that set your organisation apart from competitors
Session 4: Building Compelling Experience Metrics Linked to Business Metrics
- Defining key experience metrics that align with business goals and objectives
- Developing measurement frameworks to track and assess the effectiveness of customer and employee experience initiatives
Session 5: Fostering an Experience-Centered Mindset in Your Organisation
- Cultivating a culture of customer and employee centricity within the organisation
- Strategies for engaging employees and aligning their mindset with the organisation's experience goals
- Building processes and practices that support continuous improvement and innovation in experience delivery
*Please note that this is an indicative intervention and will be tailored to your specific needs.
Workshop Learning Outcomes
By the end of the workshop, participants will be able to:
- Articulate the significance of experience as a key differentiator for brands and employers in today's marketplace.
- Define a compelling Umami Vision for their customer and employee experience strategy.
- Select and leverage differentiators (edges) that set their organisation apart from competitors.
- Build compelling experience metrics that are linked to business metrics, enabling effective measurement and tracking.
- Foster an experience-centered mindset within their organisation, creating a culture of customer and employee centricity for long-term success.
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