- This course has passed.
Postponed – Customer Experience Management Fundamentals
The GOLD STANDARD of Customer Experience training courses comes to Australia
With Customer Experience (CX for short) the hottest topic in business right now, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader.
In this comprehensive three day course, you’ll learn the six core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are globally recognised best-practice techniques.
And even better, you’ll learn directly from a renowned global CX trainer (Daniel Ord, OmniTouch International), one of only 7 certified training providers for CXPA in the world and the only one conducting courses in Australia.
From developing the CX strategy through to execution this course ensures you are armed with the practical skills and knowledge on how to immediately start putting the customer at the centre of your business leading to better business outcomes.
With Daniel Ord based in Germany, this is the only time the course will be offered in 2020 so don’t miss your opportunity to fast-track your CX skillset.
Who should do this course?
As Customer Experience is still an emerging discipline for most businesses, the course will benefit any role that is looking to learn how to use the Customer Experience as the vehicle to deliver better business outcomes.
Typical roles this course may be suitable for include:
- General Managers looking to expand their skillset with a customer focus
- Customer Experience (CX) Managers
- Business owners
- Customer Service/Call Centre Managers wanting to broaden their skillset beyond the call centre
- Marketing Managers
- Customer Experience consultants
What you’ll learn:
This Customer Experience Management Fundamentals course is three full days designed to equip you with skills in the following six core CCXP competencies:
1. Customer Experience Strategy
The CX strategy defines and describes your intended customer experience, how it links to your overall objectives and how it aligns to your brand values and attributes.
2. Customer-Centric Culture
Learn the building blocks of establishing a customer-centric culture across your business.
3. Voice of the Customer, Customer Insight, and Understanding
Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research.
4. Organisational Adoption and Accountability
How to ensure your organisation acts on customer insights.
5. Experience Design, Improvement, and Innovation
Learn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives.
6. Metrics, Measurement and ROI
Learn how to choose the right CX Metrics and how to do the analysis and get the results out there including:
- Data architecture
- Return on Investment
- Principles of Customer Valuation.
In addition, we provide a comprehensive bonus module on Understanding Customer Experience to ensure alignment and understanding what Customer Experience ‘is’, how it ‘works’ and considerations to bring it to life in the organisation.
What happens in the course?
In the CX Management Fundamentals Workshop, we will:
- Provide a strategic understanding of each of the six core customer experience competencies (as detailed above).
- Share examples, case studies and stories around each competency.
- Provide practice quizzes for each competency domain.
- Document how the competencies interrelate with each other.
- Understand how to establish the business case for CX.
- Address the roles & practices around Personas, Journey Maps, VOC & VOE programs.
- Build out exercises that allow participants to apply concepts to real-world scenarios.
- Provide a forum for interaction, sharing and dialogue.
Gain Globally Recognised Certification
This course is the perfect prerequisite to equip yourself with the industry-leading certification for Customer Experience professionals known as the CCXP accreditation (Certified Customer Experience Professional).
Participants who complete this course are not required to take the CCXP Exam however should you decide to pursue the accreditation, this course is considered the ideal exam preparation as it uses the same style and format to give you the best chance of success.
The Certified Customer Experience Professional credential – ‘CCXP’ proves your mastery of the 6 Customer Experience competencies identified by the CXPA as critical for CX professionals.
There is a cost to sit the exam and you will be required to do some additional study to finalise your preparation for the exam (mostly consisting of some additional reading) – you can find out more about this here >
About Daniel Ord
A 30-year industry veteran, Daniel has spent the last 19 years facilitating workshops around that world, that help people deliver better Customer Experiences.
In addition to his Contact Centre expertise, Daniel is one of only 7 people globally to have earned the Recognised Training Provider status from the Customer Experience Professionals Association or CXPA for delivery of CX Management workshops.
But it’s the testimonials that matter the most. He’s received thousands of positive testimonials over the years – many of which can be found on his LinkedIn profile and on his company website omnitouchinternational.com
The best three days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience – Mike Whittaker, Manager Customer Service, City of Casey (2019 course participant)
The CX competencies training was a real eye-opener for me! As the head of the call centre channel, my focus has traditionally been on my team but this course has enabled me to see the bigger picture and provided me with the skills and framework to apply CX strategies and thinking across our entire business. – Maureen Wanu, Head of Customer Contact Centre, Bank South Pacific Limited (2019 course participant)
I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter! – Katrina Hassett, Student Services Manager, Gordan TAFE (2019 course participant)
“Daniel is a demonstrated expert and champion of CX. He demonstrates his passion for excellence with such humility and empathy and does so much to help people grow in this area. He’s an amazing facilitator and has a unique way of connecting the dots in a way that allows people from diverse background to understand the inner workings. It’s been a privilege to know him.”
“Daniel brings intelligence, good humour, creativity and financial discipline to everything he addresses.
“Love the way it was structured with perfect examples & stories to highlight/define each competency”
“Many great moments of insights and perspectives”
“Daniel was knowledgeable, fun and super engaging and I didn’t have one single moment of boredom throughout the course”
“Daniel makes it interesting with his experience and knowledge, a great investment!”
“Very fulfilling and helpful knowledge to aid my understanding on how to survey customers”
“The journey mapping is extremely useful as it allows me to have a more systematic way of looking at things from a customer perspective”
“Perfect pace – not too fast and totally focussed on the learner’s experience”
Your ticket includes:
- Three full days of training with the one of the World’s leading CX trainers
- All course takeaways (workbooks, excel spreadsheets etc).
- A great venue with full catering including morning tea, hot buffet lunch and afternoon tea.
- A great opportunity to network with other Customer Experience professionals.
About the Venue
For those travelling interstate, the Pullman Melbourne on the Park provides accommodation options or there are hundreds of options nearby in Melbourne CBD. It’s just a short stroll through the beautiful gardens to the hotel (and across the road from the MCG!).
Public transport is just across the road (Jolimont train station) and there is discounted parking of $30 per day if you are planning to drive.192 Wellington Parade
Melbourne, Victorian, 3002 Australia Phone:03 9419 2000 Website: https://www.pullmanonthepark.com.au/
Pricing and Payment Options
This comprehensive three-day course learning global customer experience management skills is $2,995 ex GST.
The rate includes your course workbooks and full catering including morning and afternoon tea as well as a hot buffet lunch each day.
Please note to deliver the optimal training we only have limited spaces available for this course so we recommend you book early to avoid disappointment.
Tickets can be purchased using a credit card, direct bank transfer or via invoice (the course must be paid in full prior to course commencement). Just select the number of tickets you require and click GET TICKETS below.
If you don’t want to book online, don’t have a credit card or your business requires an invoice, just contact us and we’ll handle all the registration requirements directly with you.
Discounted car-parking is available from the venue ($30 per day) and it’s just a short stroll through the beautiful gardens to Melbourne CBD where there are hundreds of accommodation options.