Business Solutions

CX WORKSHOPS

Train functional teams to adopt a customer-centric mindset.

How do I get my entire workforce to embrace CX transformation? It all starts with training functional teams to apply the principles of CX to their decision-making process. Our bespoke sessions are tailored to each organization based on their level of CX maturity. We conduct both small and large group discussions, activities and exercises.

We cover a wide range of topics including:

  • What are the stages of CX evolution and how to quickly achieve CX maturity
  • What is a relationship and why it matters
  • What is a journey map and how it can help and what are its limitations
  • What are the various types of CX KPIs and how to utilize each to make better decisions
  • What is the benefits and limitations of web metrics and VOC data
  • How to avoid CX data overload
  • How to create customer-centric support experiences
  • How to set appropriate customer expectations
  • How to WOW customers
  • How to evolve from transactional to relationship selling

Each session discusses real-world examples and presents opportunities to practice applying the concepts that are presented. These sessions help functional teams think more innovatively about building customer relationships and shows them how to apply CX data to create differentiated customer experiences that are the keys to building unbreakable customer relationships.