Customer Experience Modeling, Analysis and Design - Winter Session - March 20, 2023 - 09:00

Winter Session

Customer Experience Modeling, Analysis and Design

Monday, March 20, 2023
Tuesday, March 21, 2023
from 9AM to 12:30PM
Reminder:Corporate and Professional members need to login for discounts.
Buy before Your Rate Full Rate Savings
Jan. 21$895.00$1,195.00$300.00
Feb. 21$1,095.00$1,195.00$100.00
Mar. 20$1,195.00$1,195.00$0.00
Registration Closed Registration Closed

This course provides participants with the key concepts, terms, methodologies, and techniques to map, model, analyze and design customer experience.

Customer experience is receiving increasing management attention as organizations rediscover that it costs far more to acquire a new customer than to keep an existing one. With roots going as far back as total quality management, many B2C and some B2B organizations are increasing their emphasis on improving their customers’ experience.

An increasing number of firms have mapped the customer experience or modeled the entire customer journey. Some have appointed chief customer officers (CCOs) and/or formed a Customer Advisory Board (CAB) to serve the customer more attentively, and some have appointed a Vice President of Customer Experience.

This class will help you understand how delivering customer experience is about more than just measuring customer satisfaction. Participants will learn specific techniques such as customer journey maps and journey models, customer focused measures and the use of Net Promoter Score (NPS) to improve performance for both customers and shareholders. The importance of shifting management attention from how an organization is structured to how the organization delivers an outstanding customer experience will be outlined as this involves a fundamental change in culture. Success requires attention not only to customer focused metrics, but also on models, accountability for managing the customer experience and reward systems.

Preview this course below.



Course Outline:

  • An overview of customer experience concepts and principles
  • The case for customer experience management
  • CEM and IT
  • Modeling
    • Customer Journey Mapping
    • Customer experience measurement
  • Customer Focused Analysis
    • Key steps
    • Key principles
    • Pitfalls and how to avoid them
  • Customer centric process design
    • Key steps
    • Key principles
    • Design pitfalls and how to avoid them
  • Accountability
    • The Chief Customer Officer (CCO)
    • The CEM community
  • Summary

Unique Value of Course:

  • Learn best practices in customer experience modeling and design
  • Provides attendees a thorough understanding of customer experience management
  • Understand how to lead customer experience modeling and design at your organization
  • Learn a structured approach to understanding, analyzing and designing processes to focus on customer experience

Objectives:

  • Understand how to map/model customer experience at the right level of detail.
  • Be able to rapidly and effectively analyze customer experience.
  • Understand how to compellingly present the results of process analysis.
  • Understand how to develop customer centric process designs.
  • Recognize the critical success factors in customer experience modeling, analysis and design.
  • Appreciate the importance of creating accountability for managing the customer experience.

Who Should Attend:

  • Senior Managers in Operations and IT
  • Business Process Managers
  • Business Process Analysts
  • Business Modelers
  • Business Analysts
  • Business Architects
  • Line of business managers

Shopping cart

View your shopping cart.

Ways to save

  1. Upgrade to Pro to save 15%
  2. Join the Corporate Sponsor program to save 25%
  3. Pre-purchase the eight-course requirement to earn your BPMPSM & save $2,000+

Login to see your offers or learn more »

Course Availability

This course is available via the following methods:

Face-to-Face Events

N/A

Live Online

N/A

On Demand

Custom

Available In-House or Private Live Online

Short Preview (1-5 mins)

Instructors

Remind me later

If you wish to make a purchase today and experience an error with the shopping cart, you can place your order over the phone. Please contact us at (508) 475 0475 x15 or toll-free within the U.S. at (855) 300-2686 x15.