Strategic Business Process Management Consulting and Training Since 1993
BPM Consulting & Training
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Design Thinking & Customer Experience Transformation

A One-Day Seminar

Design Thinking has been touted as the new strategic Holy Grail that will unlock new market share, wallet share and long-term relationships.  Many are chasing design-driven customer experience transformations; few have reached the promised rewards.

Transforming your organization requires more than a technology silver bullet. It requires an enterprise-wide approach that considers changes in strategic planning, business processes, culture and performance metrics.  Only this level of holistic thinking will deliver sustainable competitive advantage.

Design Thinking & Customer Experience Transformation will demonstrate proven principles and a roadmap you can use to:

  • Evaluate your organization’s strategic need for CX transformation
  • Look at your business from your customer’s perspective
  • Select improvement/innovation projects that will have the greatest impact on your success

What You Will Learn

At this one-day program, you will learn how your organization can:

  • Assess how customer experience impacts strategy
  • Look at your business through the customer’s eyes
  • Understand the principles of design thinking in business
  • Identify business process changes that address your customer’s “moments of truth”
  • Deploy creative customer experience solutions
  • Make your culture more customer-centric

eLearning Outline

1. The Strategic Case for CX

  • “Happy” is not enough
  • Impact of CX on strategic goals
  • Value curves
  • CX roadmap

2. Design Thinking

  • Who are your “customers?”
  • Defining the challenge
  • Improvement versus innovation
  • Prototyping the possibilities
  • Understanding moments of truth

3. Making CX Excellence Sustainable

  • Aligning the customer journey with your business processes
  • System and process mapping
  • Toward a customer-centric culture

Who Should Attend

You will benefit most from this learning experience if you are a:

  • Senior leader considering CX/Design Thinking for your organization
  • Service/Product Line leader
  • Business Process Owner
  • Leader who owns the customer relationship
  • Customer Service leader or Customer Relationship Manager
  • Member of a strategic planning or marketing team

Learn from dramatic success stories.  Avoid the pitfalls that have tripped other companies. Enroll a team of key leaders today!


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