Don't ignore your CX or view it as an annoying and useless necessity that somebody forced on you. Break down the silos and connect your customer-centred approach to the reality of your business.
Why? To effectively achieve meaningful results.
How? Let us show you in a practical training session on methods and tools to improve customer and employee experience in companies.
Why attend the CX training course?
After completing the course, you will:
- Understand the context of customer experience and its effects on your business.
- Grasp the main principles of good customer experience.
- Find out what factors influence customer experience and how to take full advantage of them.
- Learn to effectively map and transform customer experience.
- Our training programme is founded on KPMG’s methodology that has been tested on numerous projects around the globe.
- You will get to try out everything hands-on.
- The programme is entertaining and brings tangible benefits. Our average net promoter score (NPS) is 70.
Who are the intended participants?
Managers, team leaders, HR specialists, marketing professionals and others who:
- are interested in improving customer and employee experiences in their companies
- are responsible for customer experience or customer service quality
- want to find out what customer experience is and how to work with it effectively
- would like to improve the experience of their customers
- are looking for reasons to implement a customer/people-centred approach in the company.
What will the course look like?
We will go through several key topics that you can test in a practical way directly on your case. Within one day, we will introduce our approach to developing customer experience (including the six pillars methodology), and together we will focus on practical applications to your business. Don't expect a presentation and frontal teaching. Expect a participative meeting (i.e., you'll be heavily involved) where we together will emphasise usefulness, meaningfulness, and business and human values.
Course sections:
- CX and EX: Basic approach and strategy
- Definition and importance of customer and employee experience
- Impact of CX and EX on business results and customer and employee loyalty
- Setting goals and metrics
- Design Thinking in practice
- Design Thinking principles and phases
- Practical exercises aimed at solving specific problems
- Service Design: the theatre of your business
- Service mapping and optimisation (Service blueprints)
- Creation and management of customer journey maps
- User research: an essential foundation you cannot do without
- Methods of user data collection and analysis
- Using research results to improve CX and EX
- Facilitation: The key to effective workshops
- Facilitation techniques for teamwork
- Practical tips for running workshops
- Using AI in CX
- Overview of current AI technologies in customer experience
- Practical examples and implementation of AI tools
- Applications in business
- Integration of discussed approaches into corporate strategy
- Case studies and experience sharing
Your key takeaways:
- Understanding key concepts and methods for improving CX and EX.
- Practical skills in Design Thinking, Service Design and Facilitation.
- Knowing how to use AI to optimise customer experience.
- Ability to conduct user research and apply the results.
- Above all, a plan to implement the acquired knowledge into your own business.
Join us and gain new knowledge and skills that will help you take your company’s customer and employee experience to the next level and support the development of the company as a whole!
Place
KPMG Česká republika, Pobřežní 1a, Praha 8
The fee includes training materials and refreshments. The training will be conducted in Czech.
For attending this training course, you are eligible to gain .
