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Customer Experience Management Fundamentals
Fast-track your Customer Experience Management skills
These days, customers NEED to be at the heart of your business. Basic reputation and brand recognition tactics will no longer cut it. The traditional approaches and ‘hard-sell’ no longer work. And focusing on processes, without considering what your customer really needs and wants, will never get you the results you desire.
In order to position your business for success, you need a killer Customer Experience strategy.
But what exactly is Customer Experience anyway?
As you’ll discover in our course, Customer Experience (or CX for short) is a kaleidoscope of different lenses, tools and strategies that collectively, can transform your business using a customer-centric approach.
Become the Customer Experience champion
With CX the hottest topic in business right now, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX leader.
In this comprehensive three day course, you’ll learn all the core customer experience management skills and strategies directly from a renowned global CX trainer (Daniel Ord, OmniTouch International), one of the few globally recognised training providers for CXPA and the only one offering courses in Australia.
The six core modules you’ll learn are all designed on the core competencies in the globally recognised CCXP qualification (Certified Customer Experience Professional) ensuring the skills you learn are globally recognised best-practice techniques.
Who should do this course?
If you or your business are looking for ways to put some structure behind how you approach customer experience management this is the course for you. Typical roles this course may be suitable for include:
- Customer Experience (CX) Managers
- Customer Service/Call Centre Manager wanting to broaden their skillset
- Marketing Managers
- Customer experience consultants
- General Management looking to expand their skillset with a customer focus
- Business owners
What will be covered?
This comprehensive course will cover the following six core CCXP competencies:
1. Customer Experience Strategy
The CX strategy defines and describes your intended customer experience, how it links to our 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 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.
If you have accountability for the customer experience in your business, or you help businesses improve their customer experiences for a living, you just found the perfect course!
The world’s leading Customer Experience association, the CXPA, has established industry-leading certification for Customer Experience professionals.
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.
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 and uses the same style and format to give you the best chance of success.
If you decide to pursue the CCXP accreditation there is a cost to sit the exam and you will be required to do some additional study – you can find out more about this here >
(This accreditation is by no means necessary in order for you to immediately implement the strategies taught and get results for your business or for those you consult for!)
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
“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.” Murali Karuppiah — Apple Support, Worldwide Strategic Quality
“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”
Ready to update your skills and nail your CX strategy?
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.
Discounted accommodation and car-parking is available from the venue or it’s just a short stroll through the beautiful gardens to Melbourne CBD.
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 email us and we’ll handle all the registration requirements directly with you.
if you are happy to book now, just scroll way down below and click the green ‘Add to Cart’ button.