المدرب:عماد عبد الله عوده هزيم
Course Overview:
“In the past decade, customer expectations and behaviors have evolved significantly. Organizations must now consistently meet these evolving needs to foster customer loyalty. This requires embracing a customer-centric approach, where employees are central to the organization’s strategy and values. Customer Experience (CX) encompasses the customer’s rational, physical, and emotional perception of interactions with a company, influencing their behaviors and loyalty. This course focuses on the five key factors of CX management, empowering organizations to cultivate a culture of delivering exceptional experiences.”
Course Methodology
The training methodology emphasizes interactivity by integrating case studies and videos, it will analyze real-world customer experience scenarios. Additionally, they will watch videos showcasing successful CX strategies leading companies implement. This practical approach ensures active participation and deepens understanding of CX concepts.”
Course Objectives
- Develop actionable strategies for implementing a customer-centric approach in your organization.
- Empower participants to manage customer concerns and expectations.
- Practice customer journey design and development
- Learn how to Cultivate a customer-centric culture within the organization.
- Identify effective methods for measuring the effectiveness of your CX initiatives,
Target Audience
Every member of our team shares responsibility for CX, including senior staff from all departments involved in direct or indirect customer interactions.
Target Competencies
- Customer-Centric Strategy
- Customer Insight
- Designing Customer Journey
- Engaging Employees in CX
- Measuring and Improving CX
Course Outline
Module One: Guiding Leadership with a Customer-Centric Approach
- Definition and Importance of Customer Experience
- 5 disciplines of Customer Experience
- CX Strategy in Action
- Tips for improving CX Strategy
- Executives Alignment
Module Tow: CX Culture
- Customer Centric Culture
- Employees Experience
- People, Process, Culture
- Strategies for Building a Customer-Centric Culture
- Empathy
Module Three: Understanding Customers and Their Persona
- Voice of Customer and Intelligence
- The Components of VOC System
- Feedback Mechanisms
- Closing the Loop
- Insights into Action
Module Four: Customer Journey Design and Experience
- Improvement and Design
- Design Thinking
- Cultivate Empathy
- Design Tools.
- Customer Journey Mapping
Module Five: Measuring the Effectiveness of Your Customer Experience
- Key Metrics for Measuring Customer Experience
- Measuring CX Outcome
- Using Data to Improve and Optimize Customer Experience
- CX Return on Investment
