Customer Experience is the next competitive battleground: Are you ready for the battle? After completing the two-day C/X workshop – you will be. This workshop is designed for leaders who want to be on the front-lines initiating, improving and optimizing an effective CX program. This workshop focuses on key topics such as:


  • CX vs. Customer Service
  • Key CX Metrics
  • Journey Mapping
  • Voice of the Customer
  • Customer Experience Maturity


You'll walk away with the knowledge of how to build and design a C/X Program to maximize customer experience.

What You Will Learn

  • An introduction to modern customer experience
  • Understanding and utilizing the Voice of the Customer
  • Experience engineering and effort reducing methodologies
  • Gauging employee experience
  • The role of culture and leadership in customer experience

 

Who Should Attend?

  • Managers
  • Directors

 

Course Outline

Unit 1: Customer Experience - The Next
Competitive Battleground

  • Introduction to CX
  • CX versus Customer Service
  • CX Glossary of Terms
  • CX Maturity Model and various stages

Unit 2: Voice of the Customer

  • Introduction to VoC
  • Structured and Unstructured Feedback
  • Building “listening paths”
  • CX Metrics that Matter
  • Building a CX Dashboard
  • Journey Mapping
  • Voice of the employee

Unit 3: Experience Engineering 

  • Principles of “Leading Change”
  • The power of effort reduction
  • Methodologies that matter
  • Lean Six Sigma
  • Knowledge Centered Support
  • Dev Ops / ITIL / Agile

Unit 4: Employee Experience 

  • Why EX is the foundation of CX
  • Creating meaningful work
  • Motivating Employees
  • “TOMO” factor

Unit 5: Leadership and Culture

  • Achieving leadership buy-in
  • The power of authentic human leadership
  • Developing and maintaining a customer-centric culture
  • Hiring customer advocates

 

 

Calendar

Public Classroom

Price: $1,899

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.


Request Info

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Nov 10, 2019 - Nov 11, 2019
ChampionsGate, FL
Customer Experience Accelerator Boot Camp Price: $1,899.00 More Info Add to Cart
Nov 21, 2019 - Nov 22, 2019
Los Angeles, CA
Customer Experience Accelerator Boot Camp On or before Sep 26, 2019:
Price: $1,599.00

After Sep 26, 2019:
Price: $1,699.00
More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
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