Creating the Customer Experience Strategy

Creating the Customer Experience [CX] is a strategic program that teaches leaders how to create, deliver and measure experiences that exceed customer expectations.

Learn the secrets of world-class customer-centric organisations. Then, develop a unique Customer Experience Blueprint for your organisation.

Irrespective of industry, whether a government, corporate or not-for-profit entity, our integrated CX Strategy Model will help you develop a world-class, organisation-wide strategy that includes: 

• Creation of a unique and purposeful CX Strategy
• Alignment of critical business elements - people, processes, systems, & infrastructure – with  strategy
• Creation of metrics that measure the CX promise.

This is a strategic program aimed at developing a quality, seamless service experience strategy for your organisation. Its target audience is organisational leaders and decision-makers and is offered by way of in-house workshop or in retreat mode.

Additional CX support services include:

• Facilitation of Community Forums
• Development and Delivery of the Customer Service Training Program
• Assessment of Customer Service.

Customer Service Leadership Program

Become a world-class Customer Experience Leader in this cutting-edge program that will provide the leadership skills to deliver memorable experiences for customers and take your business to the forefront of your industry.

Expect to be “WOWED” as our experienced facilitators teach the strategies, skills, and tools to develop a compelling, measurable, and sustainable Customer Experience for the organisation.

Participants will learn how to:

• Create Strategy - Develop a unique organisational CX Brand from “outside-in”
• Define Culture - Craft a culture that engages and drives excellence
• Develop a CX Leadership Brand and Framework
• Create Emotional Connections with Customers -
• Define the critical factors and emotions that deliver the customer experience
• Design - Innovate the Customer Experience
• Create Metrics- Measure integration and alignment of the Customer Experience.

This leadership program can be held in either workshop mode or customised to an organisation.