Customer Experience is the next competitive battleground: Are you ready for the battle? 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




Virtual Classroom

<b>Price: </b>$1,799

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs


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Private Group Training

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.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


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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