Objective: A practical introduction to the key concepts, best practices and disciplines of CX mastery. Establish the financial justification of your CX program.

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Key Content:​

• Setting the Scene

• Why Do We Care?

• Exploring the Economic Effects on Your Business

• The Path to Customer Experience Success

• Methods to Improve Customer Centricity

• Canadian Success Case Studies

• Applying Within Your Organization

Objective: Craft a strategy that clearly articulates the experience the company wants to deliver in alignment with the company's brand attributes & overall strategy.

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Key Content:

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• Intentional CX Strategy

• Designing a CX Strategy

• Brand Alignment

• Translate CX Strategy to Measurable Execution Plan

• Digital CX

• Spreading the Word

Objective: Create a consistent shared understanding of who the company's customers are, their needs, wants, perceptions, and preferences through the collection and analysis of the voice of the customer & employee to generate real, actionable insights.

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Key Content:

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• Psychology of Understanding Human Emotions

• Customer Perceptions

• The Customer Experience Journey Map

• Storytelling for Customer Intimacy

• Practical Workshop: Customer Journey Mapping

Objective: Envision and implement customer interactions that meet or exceed expectations, and continuously correct, improve, design and differentiate customer experiences. Close the bigger loop by removing root causes of issues identified.

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Key Content:

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• Designing for Experience

• Success Happens by Design

• Design Thinking

• Human-Centred Design

• Delivery Excellence

• Pillars of Low-Effort Service

• The Rise of New Forms of Delivery

• Humanizing the Digital Experience

Objective: Define a customer experience quality framework that evaluates customer perception in a consistent manner across the enterprise, creating & reporting metrics to measure CX success, including use in regular reviews & decision-making process.

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Key Content:

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• Introduction to Big Data

• Driving Value: The Key CX Metrics

• Calculating ROI

• Visualization

• The Wallet Allocation Rule

Objective: Manage customer experience in a proactive and disciplined way, assigning responsibilities, driving change and developing cross-company accountability at all levels. Regularly review CEXP metrics & program status.

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Key Content:

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• Customer Advocacy Council &
  the Business Improvement Council

• Closed Loop Process

• Building Your CX Vision

• The Chief Customer Officer

• 7 Deadly Sins of CX Transformation

• Demonstration: CX Dashboard Design & Development

Objective: Create a system of share values & behaviours that encourage, empower & enable all employees to deliver remarkable customer experiences.

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Key Content:

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• Shared Values Define Your Culture

• Culture & Digital Transformation

• Critical Drivers of Employee Engagement

• The Path to Customer Experience Success

• Talent Management

Objective: Ensure your long-term commitment. Plan to achieve the expected benefits of improved Customer Experience.

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Key Content:

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• Show & Tell: Individual Participant
  Case Study Presentation

• Recap: Key Take-Home Thoughts