Excellence in Customer Experience (CX) Strategy هذه الدورة تدرس باللغة الإنجليزية

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Course overview

Nowadays, in the present market situation, the ones who decide on success or failure of a business are the customers. They vote with their money, opinions and reviews if a business would flourish or experience a hard time. Thus understanding your clients and delivering quality customer service which converts into Client Experience has become the matter of the highest value and importance.

All forms of client's interactions with a company, be it an info request, order of goods or services, support request or any other type of communication - online, over the phone or in person - form the overall CX. On this course, participants study and obtain the comprehensive and detailed understanding of what is customer experience and how to reach best results on it. CX is the strategy which must be formed and implement into each business' DNA to secure its development and growth, and this course delivers the knowledge and skills on how to achieve this objective.

The course studies the fundamental concept and pillars of Client Journey and provides the knowledge and strategy on achieving customer experience excellence. It provides expertise on:

• Understanding the methods of Consumer Experience Management
• Exploring the key elements of Buyer Experience Program
• Assessment of the current status from the customers` point of view
• Adjusting company's CX strategy accordingly to the type of business
• Setting essential standards for Digital Shopper Experience

Course Content

• Customer Experience (CX) Management Essentials and its growing Role
• Internal and External Customers and the right attention to both Groups
• Definition, Importance and Key Pillars of Customer Experience Management (CEM)
• Strategy of understanding Client Needs and meeting Expectations
• Concept of providing the exceptional Consumer Service continuously
• Changing landscape of Consumers Expectations and Wants and upcoming changes
• Elements of Consumer Experience measurement and McKinsey Method
• How Customer Experience and Expectations depend on the Business type
• Expectations and forecast on Digital Experience and why it is so important
• What shall be done by a company to deliver Great Client Experience
• Designing Customer Journey - pillars to enhance Overall Client Experience
• Setting Standards and controlling Implementation of Consumer Experience Excellence
• Evaluation of your Current Praxis of various department from the Consumer Standpoint
• Applying the Methods how to look at your Business with Customer`s Eyes
• Understanding the actions to take to improve and adjust the existing CX
• Best Praxis of international companies and Designing and Analysing business cases

What will you gain

The intensive Atton Institute course is designed to provide its participants the insights and pillars on CX and know how to:

• Develop business service flow according to the best CX standards
• Explore the substantial value and advantages of the pragmatic CEM model
• Recognize clients' needs and reasons why and how these are changing
• Learn how to succeed with right balance on internal and external customers
• Acquire the unique skillset that boosts your professionalism and career
• Build unforgettable digital experience for your clients to beat competition
• Master all steps and elements of every effective interaction with customers
• Apply principles of modern Shopper Experience to achieve loyalty and satisfaction
• Minimize the costs of client service and increase revenue and overall efficiency
• Guarantee your future professional growth by having the greatly demanded skills
• Study the best praxis of successful companies and apply such at your workplace

تحديث بتاريخ 17 October, 2019