Intermediate Customer Experience Professional Course (ICXP Certification) -Offline

About Course

The 2-day Offline Intermediate Customer Experience Management course leading to ICXP certification. It is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Service being deployed across the world.

Based around real case studies and examples from multiple industries, the course take delegates through a practical and actionable approach to customer experience. Most organisations believe they are focusing on customer experience, but in reality, they are delivering customer experiences ‘accidentally’. Learn how to implement a customer experience framework to make the adoption of customer experiences ‘intentional and sustainable.

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What Will You Learn?

  • Learning outcomes
  • Global best practice theory on the subject of customer experience
  • Understand the need to introduce a structured, rigorous approach to customer experience
  • Develop a customer experience strategy and how to align it with business strategy
  • The importance of understanding who your customers are
  • Recognise the importance of defining the roles employees play in delivering the customer experience
  • Understand the importance of empathy in driving sustainable growth
  • Reconnect your organisation with its true purpose
  • Introduction to ‘Customer Journey Management’
  • Learn how to map the customer journey to drive actionable change
  • Understand the science behind customer experience measurement: Voice of the Customer, Employee and Process
  • How to drive improvement to customer focused priorities using the methods of Lean and/or Design Thinking
  • Connecting digital strategy with the customer experience
  • How to create and sustain a customer centric culture

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