Ours is the age of the customer. Today’s customers expect more for less and price is not always the deciding factor. Experience is the buzzword, talked about in boardrooms and Facebook, watched on YouTube. But what does customer experience really mean? Can it be measured? Managed? Transformed? These are questions we would like to address during this interactive training course.
No dates available. If you are interested in attending the training, please fill the form.
After completing the course, you will:
Within the one-day programme, we will introduce you to an approach that transforms customer experience and the Six Pillars methodology. We will apply the acquired knowledge to a case study. As we are not afraid to experiment, we will not bother you with lengthy presentations. Instead, you can expect a lot of team work and interaction. You will not leave the training with empty hands. During the training, you will work on your own manual.
Introduction to CX. What is customer experience, where does it come from and why is it so important for a firm’s success?
Customer journeys and different customer types. We will start working with the case study and transform customer experience. First, we will clarify the basic terms and point out differences over past approaches. Then we will tackle the understanding of customers based on different customer types and start mapping their experience using customer journeys.
Solving a case study – transformation of customer journeys. Your will get the opportunity to try out the tools used by KPMG consultants in transforming customer experience in practice.
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KPMG International Cooperative ("KPMG International") is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-a-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm