Customer Experience Management Fundamentals
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Learn how to be a Customer Experience Champion in your business
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 a few globally certified training providers for CXPA 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.
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
Learn SIX Powerful CX Competencies:
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’s involved in this 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 Your Trainer:
The course will be delivered by Daniel Ord from OmniTouch International, one of just a handful of recognised CXPA training providers in the world and the only one currently offering courses in Australia.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre and customer experience publications and he is renowned for his natural training style, great storytelling and a wicked sense of humour!
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
Here’s how others described the course:
Participants in the 2019 Melbourne Course rated 100% for Extremely Likely in the following review questions:
- How did this course help you understand and use the Customer Experience principles?
- How likely would you be to recommend this training?
Daniel Ord also received a 100% rating for Extremely Valuable in the following questions for the trainer’s effectiveness in:
- Teaching the content of the course
- Keeping the training interesting
Testimonials from previous course attendees
“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”
Pricing & Payment Options
This course is three full days of global best-practice training with one of the top CX trainers in the world. You can secure your ticket with our Early Bird rate of $2,595 ex GST if you purchase your ticket before 31 December 2019. Prices will revert to $2,995 on 1 January 2020.
The rate includes training at a great venue as well as all workbooks and full catering including morning and afternoon tea as well as a hot buffet lunch.
Please note to deliver the optimal training we only have limited spaces available so 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 choose the option you’d like in the checkout options below.
No Credit card?
Though we offer online registration below and some customers prefer that – we are always here for you. If you don’t want to book online, or don’t have a credit card, just contact us and we’ll handle all the registration requirements directly with you.
Discounted accommodation and car-parking is available from the venue or it’s just a short stroll through the beautiful gardens to Melbourne CBD where there are hundreds of accommodation options.