Customer Experience Perfection
for Modern Managers

Customers are more informed, connected, and empowered than ever before. In a world where customers are in control, managers must understand the importance of focusing on the customer experience (CX) and want to enhance customer value through managing the customer experience. This is a practical training course for modern managers who want to know why, what and how to implement amazing customer experience whilst looking for practical and valuable solutions.

During this Anderson training course, managers will find pragmatic ways to improve their customers’ experience and utilize customer intelligence to competitive advantage. They will also benefit from practical ideas and real-life examples.

By attending this Anderson training course, delegates will be able to:

• Understand the customer experience framework
• Develop strategic approach for implementing CX
• Gain the knowledge of customer journeys
• Learn how to employ and motivate a CX team
• Learn how to create a customer focused culture

This Anderson training course is suitable for a wide range of professionals but will greatly benefit:

• Customer Experience Managers / Directors / Officers
• Head of Customer Service Department
• Customer Relationship Managers
• Customer Service Department Managers / Supervisors
• Customer Satisfaction Managers / Directors / Supervisors
• Account Managers / Team Leaders / Team Managers
• Other managers required to understand customer experience

• The five steps of CXM framework
• The roles and responsibilities of a customer-focused manager
• Adapting new technologies to maximize impact on CX
• Essentials of profitable customer experience
• Facets of customer experience
• The seven core elements of great CX

• Ten principals behind great customer experience
• Creating your value proposition
• Conducting customer research for benchmarking
• Evolving and transforming CX
• Practical steps for implementing CX innovation
• Case study: The Lego Group

• Understanding clients’ needs and expectations
• Designing customer experiences: custom loyalty matrix
• Mapping the customer journey
• Understanding emotions in customer experience
• Key customer metrics and effective measuring
• Case study: The Apple customer experience

• Using BEST approach for hiring CX team
• Building CX Knowledge in the workforce
• Managing your CX Team
• Recognizing and rewarding performance
• Equipping and supporting teams for success
• Case Study: Cemex

• The role and responsibility of customer-focused organization
• Organizational requirements for SXM
• Creating customer-focused corporate culture
• Customer experience vs. employee Experience
• Best Practices - Xerox’ Five Pillars of customer-focused strategy
• Action plan

Anderson Certificate of Completion will be provided to delegates who attend and complete the course