Customer Experience Management
Create the best experience for your customers
Learn to see through the eyes of your customers to find opportunities to create moments of magic
Design a frictionless experience for your customers
Customer Experience has been identified as the next competitive battleground. In an ever-changing world where customers have the ability to research products, shop around the world and share their views with hundreds and thousands of other people, one cannot afford to be complacent. Identifying your customers as well as understanding their needs will set you apart from your competitors.
We are involved in our own personal customer experiences daily. The way in which we are treated and the ease of doing business are key influences for us when recommending a company or making a repeat purchase. Our Customer Experience Management programme will help you to look at your business processes from your customers’ perspective, identify problematic areas using Customer Experience measures and enable you to enhance your customers’ experience by placing them at the core of your business.
Training Delivery Modes
Choose the approach that best suits your organisation’s needs:
Virtual Instructor-Led Training (VILT) and On-site group training are both highly effective solutions if you have a group of learners to certify.
Self-paced online training is a great solution for you as an Individual wanting to achieve your certification, or for organisations wanting to train team members at their own time and pace.
Blended learning options available on request. Choose what works best for your group.
Group On-site Training
Requires a minimum of 8 participants
- 2 Days Classroom On-site Training
- 1 Month access to the online Customer Experience training course
Virtual Instructor-Led Training (VILT)
Require a minimum of 8 participants
- 2 Days VILT Training via ZOOM/MS Teams
- 1 Months access to the online training course
Self-Paced Online Training
Tailored for Individuals
- 1 Month online access
- Approximately 6 hours to complete
Price: R1,599 (incl.VAT)
Identify your customers as well as understand their needs within your organisation.
- Comprehensive Customer Experience Management eBook per phase
- Includes a PDF downloadable book
- Practical learning exercises and assignment
- These are woven throughout both the instructor-led and self-paced online courses, to ensure participants gain confidence to use the skills in the real world.
- Customer Experience Management Template Toolkit
- From our experience, we have assembled a CEM Toolkit. This toolkit assists practitioners to remain focused on their project work, rather than creating “templates”.
Templates include:
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- ME2VC
- Customer Journey Map
- Moment Map
- Customer Experience Metrics
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- Online Exam
- There is one online exam which learners are required to pass the exam with 80% in order to certify. The exam consists of multiple-choice questions.
- Administration and Learner Support
- Our dedicated online support team offer extended office hours to assist all learners in accessing their course material and writing their exams.
For groups, we also provide regular progress reports to designated line managers and HR managers.
- International Certification
- We are accredited with the IACET. On successful completion, learners receive a formal certificate confirming all details of their achievement.
- Course Duration
- 2 days Classroom Training for Group On-site Training and VILT
- 1 months online access for Self-paced Online Training
Key Outcomes:
• Identify the characteristics of today’s customer
• Recognise the importance of understanding your Customers’ experience
• Identify who your Customers are (Internal and External)
• Describe the Customer Experience Model
• Create a Customer Journey Map for your business
• Create a proposed action plan to present to your management team
This course is designed for managers and team members who interact with both internal and external customers to design a frictionless experience
You are required to complete all modules and write an online multiple-choice certification exam
- We are Internationally accredited with IACET
- Our courses are developed and facilitated by Master Black Belts
- Over twenty years’ experience in multiple industries
- Comprehensive curriculum including Lean methods and tools
- Practical options for groups or individuals
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