Customer Experience Strategy

• Learn from leading experts on customer experience strategy and insight
• Gain effective techniques for bringing the voice of the customer into the organisation
• Learn new tools for unpacking value in the customer journey
• Leave with a clear methodology for improving your organisation's customer-centricity across multiple channels
• Gain skills to achieve multi-departmental commitment to the customer experience strategy
• Develop the confidence to lead the customer experience strategy in your organisation
• Build a peer and expert network to support your customer experience strategy in the future.

The emphasis will be on providing delegates with the confidence and skills to lead their organisation in developing an integrated strategic approach to customer experience management. The course will provide delegates with a methodology for addressing the customer experience strategy challenge. Becoming customer centric requires developing an outside-in perspective across the organisation, so a good deal of discussion will be centred on how managers can gain lead change within their organisation. The programme will include the following sessions:

• Setting the strategic direction
• Unpacking customer value
• Bringing the voice of the customer into the business
• Designing the customer journey
• Creating a customer-centric organisation
• Delivering change.