Overview

Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience). Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Unfortunately there aren't too many people who have much knowledge on Customer Experience. Consequently the demand for people with customer experience knowledge (and certification) is very high.I have been delivering customer experience workshops to clients all over the world for over a decade now. This includes from startups to Fortune 500 companies. The customer journey mapping course is a critical process in developing a great experience for your customer (the customers can be shoppers, employees, business partners, citizens, tourists, patients, etc). Based on extensive research, we have developed a customer journey mapping toolkit. This course will give you access to that toolkit, and teach you how to use the toolkit to develop your own journey maps. Customer journey maps will allow you to identify touch-points (or points of interaction), who owns these, how much control we have over these, and how to improve the customer's experience.This workshop is part of the larger Customer Experience Certification Workshop course, which helps you to learn Customer Experience in depth, and to prepare for the CCXP certification. Some of the videos in the workshop are actually edited recordings from actual workshops that I've delivered (for over $500). That means you will get the same value, as someone who attended the live version of the workshop.What will you learn from this workshop:Learn about customer journey mapping,Develop a customer journey map (using our template)Learn about touch-pointsIdentify key owners of touch-pointsLearn which touch-points we have control overIdentify Critical Touch pointsWho is this for:Those who want to improve the customer's experience with an organisationManagers looking to improve customer satisfaction and loyaltyAnyone looking to improve their career within marketing and HRPeople working in the customer services domain, looking to get advanced knowledgeAnyone interested in getting CCXP certification for career change / progressionThose who are interested in improving the business performance of their organisationsWhat's on offerSame value as a $500 workshop delivered in personCustomer Experience tools which you can useCustomer Journey Mapping toolkit (just download and use)Taught by one of the pioneering experts within customer experienceKnowledge to get CCXP certificationTaught based on personal experience and the latest market researchBecome an Alumni of the Institute of Customer Management (UK)Certificate of completion from the Institute of Customer ManagementWho teaches thisPhD in Marketing from one of the leading universities in the UKMBA, with over 20 years of experience in customer servicesLondon based consultant and trainer, who has worked all across the globe with all types and sizes of companiesAuthor of 3 books on customer experienceOne of the leading customer experience and customer loyalty experts in the worldFormer Director of an MBA programme at a leading London UniversityFormer professor at leading universities in the world (including Harvard and Bradford)Former VP of a leading consultancy company in LondonWho this course is for:Customer Engagement Managers / DirectorsBusiness Owners & EntrepreneursCustomer Service Managers / DirectorsCustomer Experience Managers / DirectorsHead / Director of Customer InsightsSocial Media ManagersSenior Marketing Managers / DirectorsChief Customer OfficersVice President of MarketingGeneral ManagerDirector of Business DevelopmentDirector of OperationsDirectors / MDs / CEOsBrand ManagersSenior Executives

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