Customer Experience - Understanding and Improvement

Managing the customer experience is fundamentally important to all organisations

Optimising the customer experience brings competitive advantage and often greater efficiency too. It has great potential to add value to the bottom line. There is a growing recognition that this is an area in which corporate Insight teams can and should play a leading role – not just in supply of metrics, but in guiding and inspiring others to take action. Like many worthwhile activities, this is potentially daunting. But if you understand the scope for adding value and how to go about it, it becomes much more achievable.

Learning outcomes

• Understand what customer experience is, why it’s important and what managing it involves
• Understand the tools and techniques used to measure and analyse the customer experience and to decide which improvements to make
• Know how to inspire people to want to improve the customer experience

Who would benefit

• Corporate Insight team members (with or without a separate customer experience team in their organisation)
• Market research agency staff who want to better appreciate the context for the service performance data they collect, and the potential for adding further value to what they deliver to clients

During the workshop you will:

• Develop an outline CX strategy for your organisation/client
• Create a customer journey map for your organisation/client
• Formulate a business case to improve the customer experience

Course delivery mode

Online

Testimonials

"Brilliant"

Pete Carl - BT, November 2022

"Very insightful, and well presented!"

Barbara Macaulay - Ipsos UK, November 2022

"A great introduction to CX and an inspiration to adopt it. Very CX-y training!"

Ann-Marie Greensmith - Kudos Research, December 2021

“A fantastic one stop shop looking at embatting customer experience in a business.”

Yvette Smith - Dignity PLC, November 2019