CXSA CX Master Certification (3 days)

OVERVIEW

A 3-day programme where participants build on the core skills and techniques at Practitioner level and learn the critical aspects of building a high-performing customer-centric organisation with a clear and compelling ROI.

This framework is the practical & measurable implementation path to creating a customer-centric company with clear differentiation and P&L impact.

WHO IS THIS FOR?

Aspiring professionals who are looking to extend their professional CX capability and take advantage of advanced tools and methods..

Pre-requisite: CXSA Customer Experience Practitioner Certification

FUNDAMENTALS: WHAT WILL YOU LEARN?

• Learn how to apply the principles of customer-centred innovation to uncover hidden customer needs and wants & to design new propositions, products and experiences.
• Apply service design principles andd tools such as empathy mapping and service blueprinting to create and manage the link between people, processes, policies and technology.
• Create a CX-practical implementation and governance framework.
• Build an agile process to align technology requirements with your desired customer outcomes and experiences. 

TOPICS COVERED

• The ROI of Customer Experience
• Building a differentiated & company-specific roadmap
• Customer-centric innovation methods
• Implementation & governance frameworks
• Managing omni-channel experiences
• Technology alignment
• Service Design & Innovation
  • Empathy mapping
  • Service blueprinting: linking the surface-level interactions with front-stage and back-stage actors, processes, policies, technology and systems.
  • Ideation techniques
  • Prototyping & testing