CXSA CX Practitioner Certification Programme

OVERVIEW

A 2-day face-to-face programme where participants build on the core principles from Foundation and are equipped with core skills that drive customer-centric change. These techniques are ahead of what is considered best practice and key to creating differentiation with the customer.

WHO IS THIS FOR?

All change, business & project staff involved in supporting or driving customer-centric change programmes.

Pre-requisite: CXSA Customer Experience Foundation Certification

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Learn how to supercharge your customer insight programmes by combining Voice of Csutomer with next practice and outcome-based thinking techniques to identify opportunities for innovation.
• Build a customer strategy that creates differentiation and drives P&L impact for your organisation.
• Apply both traditional journey mapping and the latest new techniques for step-up & simultaneous revenue, cost and service impact.
• Understand the key measures important to customer success and how to make your customer metrics relevant to your organisation’s success measures.

TOPICS COVERED

• Next practice principles
  • Next practice thinking
  • Translation to P&L impact
• New techniques – insight
  • VoC programme strategy
  • New outcome-driven insight techniques
• Journey mapping, management and innovation
  • Traditional best practice
  • New high impact methods
• Customer strategy
  • 5 levels of outcome: holistic approach
  • Core building blocks & process
  • Next practice technique & approaches – real world assessment
• Success measures
  • Measuring the right things
  • Alignment techniques

Apply new techniques to a real world case study to create an innovative future state that is practically deliverable AND in advance of any company in the chosen industry today.

WHAT YOU CAN DO NEXT

• Upgrade to an Applied Practitioner Certification
• Become a Certified CXSA Customer Experience Master