CX Journey and Improvement Plans (14 hrs)

Course Code: CX-JAIP-I-05

In-Company Training

We often hear and toss around the term “customer experience”, but what exactly does it mean? Customer experience (CX) can include a lot of elements, but it really boils down to the perception the customer has of your brand.

An organisation could be good in one area but struggle in others, which could lead to an overall poor experience. Many other things can contribute to the overall perception, including the quality of the product, the cleanliness of the store, or the ease of navigating the website. Taking the time to create good experiences at every step of a customer’s journey will lead to good customer’s perceptions and make it more likely for the customer to come back and tell his / her friends about your organisation. Customer perception is fragile and can change with each interaction, so constantly maintaining a strong customer experience is of utmost importance.

  • Identify the various components of a CX Map
  • Create a map from customer’s perspective
  • Better appreciate the dynamics in the entire customer experience process
  • Have an overview of what the customer experience with the organisation is
  • Conduct a proper analysis on the various service fail-points or service gaps (SERVQUAL)
  • Use the service innovation tools and implementation plans to map out improvement to the customer experience in the organisation

Introduction

  • CX groundwork
  • Guiding principles
  • Identifying customer’s behaviour

Customer journey

  • Elements of CX journey
  • Stages of customer experience

Customer journey: Doing – thinking – feeling

  • Doing: End-to-end customer process
  • Doing: Discovering points of differentiation
  • Thinking: Customer thought process
  • Feeling: Customer emotions

Customer journey: Experience

  • Experience: CX measurements
  • Experience: Internal and external surveys

Service quality gap

  • Service Quality Gap model
  • Opportunities: S.C.A.M.P.E.R.

Implementation plans

Participants will learn through mini-lectures, presentation, group discussion, and videos.

This course is suitable for:

  • Anyone with a role in planning and designing customer service and experiences in the organisation
  • Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

 for more information.

Key Benefits
  • Identify the various components of a CX Map
  • Create a map from customer’s perspective
  • Better appreciate the dynamics in the entire customer experience process
  • Have an overview of what the customer experience with the organisation is
  • Conduct a proper analysis on the various service fail-points or service gaps (SERVQUAL)
  • Use the service innovation tools and implementation plans to map out improvement to the customer experience in the organisation
Course Contents

Introduction

  • CX groundwork
  • Guiding principles
  • Identifying customer’s behaviour

Customer journey

  • Elements of CX journey
  • Stages of customer experience

Customer journey: Doing – thinking – feeling

  • Doing: End-to-end customer process
  • Doing: Discovering points of differentiation
  • Thinking: Customer thought process
  • Feeling: Customer emotions

Customer journey: Experience

  • Experience: CX measurements
  • Experience: Internal and external surveys

Service quality gap

  • Service Quality Gap model
  • Opportunities: S.C.A.M.P.E.R.

Implementation plans

Learning Methodology

Participants will learn through mini-lectures, presentation, group discussion, and videos.

Who Should Attend

This course is suitable for:

  • Anyone with a role in planning and designing customer service and experiences in the organisation
  • Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience
Course Details

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

 for more information.