Certified Customer Experience Professional Training Course
INTRODUCTION
Welcome to LPC's comprehensive course on Certified Customer Experience Professional ! Today s business landscape emphasizes the importance of providing exceptional customer experience for business success. This 5-day learning journey, brought to you by LPC, is designed to equip you with the essential knowledge and skills to effectively develop and implement customer experience initiatives.
Over the next 5 days, LPC will guide you through a journey into the intricacies of customer experience, starting with the foundational concepts and progressively advancing towards strategic implementation and measurement. We ll define customer experience, customer journey map, persona, voice of customer. Moving forward, we ll develop customer experience strategies that aligns with business objectives and design metrics for measurements. Then, we ll learn how to implement culture and accountability into business and fostering a customer-centric culture.
By the end of this course, you ll be ready to take CCXP exam and improve your performance. Besides, you ll be able to implement successful customer experience initiatives within your organization. So, let's embark on this journey together towards mastering the art of Customer Experience with LPC!
OBJECTIVES
By the end of this course, participants should be able to:
1. Demystify customer experience (CX) and its core concepts
2. Mapping customer journey and create customer persona
3. Implementing Voice of Customer (VOC) programs
4. Develop CX strategy and implement strategic management
5. Identifying customers needs and expectations using various models
6. Designing CX metrics for measuring performance
7. Implement culture and accountability for a customer-centric environment
8. Learn customer-centric models for organizations
9. Practice CCXP exam questions and improve performance
WHO SHOULD ATTEND ?
CX Professionals
Marketing Professionals
Sales Professionals
Business Leaders
Business Executives
Product Managers
Customer Service Representatives
Support Agents
Entrepreneurs
Business Owners
Anyone Transitioning to CX Roles
Day 1
Introduction to Customer Experience (CX)
Defining customer experience and its related core concepts
Mapping customer journey and creating persona
Utilizing voice of the customer (VOC) program for improving CX
Analyzing and assessing CX gaps
Overview of CCXP exam and its benefits
Day 2
Customer Experiences Strategy
Understanding CX strategy and the component of strategic management
Determining customer needs and expectations
Critical to Quality/ Critical to Experience
Kano Model
Herzberg Two-Factor Theory
SERVQUAL
Elements of Value
Utilizing intended customer experiences
Building a CX strategy aligns with business goals and values
Role of stakeholders engagement and communication, and the importance of developing a communication plan
Day 3
Designing & Measuring CX Strategy
Defining metrics, measurement and ROI
Designing CX metrics for measurement
Familiarizing with measuring emotions, sentiment, and cost
Principles of designing CX
Implementing innovation and creativity into CX
Day 4
Culture & Accountability
Determining the role of leadership in creating culture
Utilizing customer-centric organizational models
Understanding change management methods
Role of empowering employees and engage them to create values
Measuring culture and accountability to maximize employee experience
Day 5
CCXP Exam Preparation & Practices
Overview of exam format, content and environment
Strategies to answer exam questions and improve performance
Simulating CCXP exam and feedback
Providing additional resources for CCXP preparation
Course recap and Q&A
IN-HOUSE TRAINING
LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
www.lpcentre.com
DOCUMENTATION
High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
CERTIFICATES
Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
SCHEDULE
Our Course timings commence at 09:00AM12:45PM Or 01:00PM - 05:00PM.
REGISTRATION & PAYMENT
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
CANCELLATION AND REFUND POLICY
Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days notice is given then we will be unable to refund or cancel the booking unless on medical grounds. For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
TRAVEL AND TRANSPORT
We are committed to picking up and dropping off the participants from the airport to the hotel and back.
