We help Clients build their internal CX capability.
We support companies build their own Customer Experience capability in a number of ways including; team structure and design, creating job descriptions, interviewing candidates, mentoring staff and providing formal training.
As well as developing training for our own Clients our team has taught for University of Surrey, Econsultancy and London School of Business.
What makes our courses different?
Our courses are not lead by trainers but by market leading practitioners. People with years of experience in developing and running CX programmes and using (and often developing) techniques to drive successful change within organisations. All have worked in senior Client side roles as well as being successful consultants. Most have also backed up their working experience with high level academic achievements such as an MBA.
What a typical course includes
Of course we will always discuss the real world challenges your business is facing and the capability of your people and tailor the content to fit your needs but hopefully this will give you an idea of the type of course we deliver.
CX and Customer Journey Mapping
This two day course is run by two of our senior consultants and typically will include a guest speakers sharing their experiences of Customer Journey Mapping, for example Heathrow recently joined us to speak about how they used Customer Journey Mapping in their ‘Transforming Heathrow through service programme’.
Available for up to 12 delegates and spanning two days the heart of this course is a hands-on, head-up workshop where the journey of your own customers is mapped. We use this real world example to both help delegates get to grips with the techniques involved and to think though how the insights revealed by the mapping can be used to drive change that will measurably improve the customer experience.
To support this hands on element we also provide formal teaching elements covering issues such as:
- The evolving role of CX for retention
- Customer centric culture
- Customer journey mapping –what it is and what it does
- Project planning and delivering change – customer service strategy
- Continuous Improvement – employee engagement
A course like this one will typically cost £8,000 plus VAT