Customer Experience Management (CEM) for Professionals

Course details

Course overview

In the present market situation, the ones who decide the success or failure of a business are the customers. They vote with their money, opinions and reviews as to whether a business will flourish or fall on hard times. Thus, understanding your clients and delivering quality customer service (which then converts into Client Experience) has become a matter of the highest importance.
All forms of client interaction with a company- from initial info request all the way to aftersales support –form the overall CX (Customer Experience). In this course, participants study and obtain a comprehensive and detailed understanding of what customer experience is and how to achieve the best CX results. CX is a strategy which must be formed and implemented into a business’ DNA to secure its development and growth, and this course delivers the knowledge and skills on how to achieve this objective. This course exposes the strategies of excellent Customer Experience Management that can help you to understand your customers better and ultimately increase the profits of your organization.
The course examines the fundamental concept and pillars of the Client Journey and provides the information and strategies on achieving customer experience excellence. Included in the course are the following key topics:

• Understanding the methods of Consumer Experience Management
• Exploring the key elements of a Buyer Experience Program
• Assessing the current status of CX from the customer’s point of view
• Adjusting a company’s CX strategy according to the type of business
• Setting essential standards for the Digital Shopper Experience

Course Content
DAY ONE

• Customer Experience (CX) Management Essentials and its growing Role in business
• Internal and External Customers: paying the right attention to both Groups
• Definition, Importance and Key Pillars of Customer Experience Management (CEM)
• Strategy for understanding Client Needs and meeting Expectations
• Concept of continuously providing exceptional Consumer Service
• Changing landscape of Consumers Expectations and Wants and upcoming trends

DAY TWO

• Elements of Consumer Experience measurement and the McKinsey Method
• How Customer Experience and Expectations depend on the Business type
• Expectations and forecast on Digital Experience and why it is so important
• Professional Secrets on how to deliver a Great Client Experience
• Top Techniques on how to measure and appraise the results of CX Management
• Designing the Customer Journey – pillars to enhance the Overall Client Experience

DAY THREE

• Setting Standards and controlling Implementation of Consumer Experience Excellence
• Highly efficient control of implementation of CX standards at all levels of the company
• Evaluation of your Current Praxis in various departments from a Customer Standpoint
• Methods for looking at your Business through your 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

This intensive Atton Institute course is designed to provide participants with the key pillars and insights of CX Management. Upon completion, you will:

• 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 the right balance between internal and external customers
• Acquire a unique skillset that boosts your professionalism and career
• Build an unforgettable digital experience for your clients to beat the competition
• Master all steps and elements of effective interaction with customers
• Apply principles of the 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 developing greatly in-demand skills
• Study the best praxis of successful companies and apply these methods in your workplace

Updated on 17 October, 2019