Customer Experience Accelerator Boot Camp

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

<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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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.

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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.

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