Customer Experience Management – training & consulting
Diligent customer experience management is vital for building competitive advantage, customer loyalty, brand strength, and resilience. My role is to assist you in creating and implementing a CX management strategy that gives all those results and addresses any specific challenges you might be facing. Our expertise covers traditional, digital, and omnichannel products and services.
The present era has been given names like “the experience economy” and “empathy age”; organizations are becoming inwardly and outwardly more human-centered or customer-centered. In a survey conducted in the UK, businesses ranked CX management as the most important for improving market performance (2015, Adobe survey). The recent acceleration of digitalization is another factor that has heightened the importance of CX Management in organizations. Customers expect seamless, effortless, intuitive experiences through all the channels that leave them with positive emotions.
Companies that benefited from training in the past: PKO BP SA, Orange, AgataMeble, Jeronimo Martins, Benefit System, Olini.pl, T-Mobile, Decathlon, Aluplast, BigBen, Polish Institute of Education Research (IBE), among others.
Examples of topics covered in training and consulting:
- Experience: psychological aspects of consumer behavior, human psychology, and physiology for interface design
- Who is your customer: types of customers, customer lifetime value, extreme customers, stakeholder mapping, empathy maps, personas
- Understanding the customer: sources of customer information, identifying the needs and jobs-to-be-done; O-data and X-data (Voice of Customer), types of research in CX, the value of ethnographic research, big data
- Customer Journey, Customer Experience Mapping – types of maps, digital visualization tools
- Customer Journey mapping workshop facilitation – organic map design through a workshop with customers
- Working with the experience map: corrective initiatives, Customer Voice in an organization – closing the feedback loop
- CX Management strategy and implementation – the business case, alignment with digitalization, HR, brand management
- Design Thinking for CX management implementation
- Key CX metrics definition and analysis: NPS, CSAT, CES, Advocacy Gap
- Experience Design: working with insights, creative techniques, new products, brand extensions
- Designing ideal states and interactions for key touch points, designing for X, designing for emotions, designing WOW moments, use of gamification and behavioral economics, prototyping and testing solutions
- Brand strategy versus CX strategy – synergy and bottom-up progressive metrics (“BrandX/CX book”)
- Customer-centered organizational culture – good practices, CX management team
- The role of employees in CX strategy (Employee Experience, Employer Branding, and Employee Engagement), CX metrics vs. HR metrics.
How you will benefit, what you will learn:
FOR YOU
- how to research customer needs and find valuable insights
- usage of diverse CX tools (e.g., customer journey mapping, empathy map)
- how to research customer needs and find valuable insights
- how to set CX metrics and how to work with them
- how to merge CX management and brand strategy for enhanced results
- how to design experiences for customer delight
- how to use elements of gamification and behavioral economics in CX design
- examples and good practices of CX implementation from diverse business sectors and countries.
FOR YOUR ORGANISATION
- a better understanding of customers: deeper diagnosis of needs and problems
- improving services/products or creating new ones
- creating a customer-centric organizational culture - integrating CX into HR processes, corporate
- metrics, brand management
- stronger employees’ engagement in the CX activities
- increased customer satisfaction, propensity to recommend, and higher levels of loyalty
- growth of word-of-mouth marketing.
