Your outstanding Customer Experience is brought to life by your employees’ insight and commitment
In two half-day sessions, participants will learn the mechanics of Customer Experience (CX), including an in-depth introduction to the key elements of CX and how to create an action plan for immediate implementation.
The first day is about understanding the fundamental principles and definitions of Customer Experience, including case studies and best practices.
Participants will learn about Customer Journey, Touchpoints, Moments that Matter, Voice of the Customer, and how an outstanding CX contributes to the bottom line.
On the second day, we shift into action mode, developing an agile approach to CX based on your own organization’s maturity stage.
Participants are encouraged to bring their own examples and work on their ‘real life’ challenges to apply learnings from the session right away.
Who this class is for
Organizations that strive for the next level of customer centricity and seek to incorporate CX deeper into their business strategy.
Teams that want to understand how CX is essential for the organization and how everyone’s contribution at their closest customer touchpoint matters.
Individuals who want to build a foundation in the CX domain and are eager to apply the learnings to their daily work.
What you will gain/learn
Awareness of CX and understanding of how getting it right enhances company value.
The knowledge, skills and tools to understand the world of CX.
Where to begin your own CX journey, and how to apply execution styles from best practices around the globe.
How to apply the learnings immediately while feeling engaged and empowered.
How it works
Over two half-day sessions, attendees will
learn the mechanics of customer experience (CX)
engage with key elements of CX
create an action plan for immediate implementation.
With our CX coach, your team will build skills, learn behaviors and understand the "why" to make a difference your customers will love.
What participants are saying
"Fabulous. The training has a great flow."
"I finally get Customer Experience now."
"The trainer took us on a journey and we loved the change of perspective"
"I'm not customer facing - at least I thought I wasn't."
Chrystel grew up in the hotel industry and worked in the upscale 5-star hotel industry for another ten years. Through this experience, she brings a high understanding of service to the customer and the importance of customer focus. Moreover, she has several years of experience in Human Resources of corporations and startups, she accompanied and conceptualized trainee programs with a strategic focus on developing young leaders.