Do you want your leaders and managers to build a truly customer-centric organization?
Customer and employee retention are critical to long-term business success. In our Customer Experience & Employee Experience training programme, you will learn how to design and manage experiences that drive loyalty, engagement, and sustainable growth.
This course is designed for organizations facing challenges such as:
- Limited budgets and the need to do more with fewer resources.
- Small teams or teams with limited experience.
- Want to learn the right methodology for their CX strategy and make sure it is applied effectively.
- Ensuring leaders understand CX in order to align efforts and organizational goals.
- Building a customer-centric culture as a core part of business strategy.
- Creating synergies across the organization by helping employees understand the customer and their role in shaping the experience.
- Breaking down silos and enabling teams to work towards a shared goal: the customer, supported by agile and design-led ways of working.
Designed for: Middle managers, managers, directors, and project managers.
BENEFITS
- Learn and apply an innovation and problem-solving methodology to develop innovative solutions and drive continuous improvement.
- Understand the fundamentals of Customer Experience and Employee Experience.
- Explore the relationship between employee wellbeing and customer satisfaction.
- Identify the retention challenges specific to your organization.
- Measure the impact of your CX and EX initiatives.
- Encourage cross-functional collaboration by understanding the perspectives, challenges, and dependencies of different teams.
- Foster a collaborative culture where the whole is greater than the sum of its parts.
DURATION & FORMAT
- 28 hours.
- Includes 4 hours of mentoring to help apply the learning to your organization.
- Available online and in person.
- Available in Spanish, English, Catalan, French, and Portuguese.
CONTENT
- Module 1: Customer Experience, Employee Experience, and Brand Experience.
- Module 2: Understanding the customer, developing empathy, customer archetypes, and customer personas.
- Module 3: Understanding the end-to-end customer experience: the as-is customer journey.
- Module 4: Applied CX and EX strategy: experience design, ideation and prioritization techniques, and designing the to-be customer journey.
- Module 5: Employee Experience.
- Module 6: Innovation, prototyping, and testing.
Make the most of your FUNDAE training budget
This training programme may be eligible for funding through FUNDAE, subject to each company’s requirements. It can also be delivered without funding, while maintaining the same practical format, included mentoring hours, and direct application to your organization’s reality.
