CX Masterclass

 

 

Introduction and expectations

 

The role of the Customer Experience Professional

  • Leading the customer agenda
  • Influencing with credibility
  • CXPA’s Competencies for the CCXP accreditation

 

Customer Strategy

  • Customer strategy examples
  • Customer experience frameworks
  • Evaluating your customer strategy

 

Brand Proposition

  • What is it and why is it important?
  • Being clear about the brand promise
  • What makes a brand proposition

CX Masterclass

 

 

Customer-centric culture

  • Characteristics of customer-centric organisations
  • What should customer-centric leaders be doing?
  • Employee experiences

 

Who are your customers?

  • The flaws in traditional segmentation methods
  • Creating customer personas
  • Using personas to influence

 

Customer empathy

  • What is empathy and why is it important?
  • How to think like your customers think
  • The role of storytelling

 

Customer journey mapping

  • The principles of mapping customer journeys effectively
  • Keeping it simple and actionable
  • Prioritising the most important things

 

Measurement

  • Measurement principles
  • Aligning the voices of your customers, people and processes
  • Know what your priorities are

 

Action planning

  • For you personally and your organisation
  • A framework for managing what happens next
  • Keeping up the momentum

CCXP Exam Preparation

 

Role of the CX Professional

 

Walk through all 6 CCXP competencies

 

Review of sample exam questions with tips and techniques