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!