Course Description

​The Customer Experience Management course is a training course where attendees are taught the theory on CEM and provided with a framework including tools and techniques to use, to implement CEM effectively in their organisation.

​The CEM course introduces individuals and teams to design tools that will help them to align their organisation towards customer-centricity. Attendees learn how to identify customer journeys for optimisation, how to run journey design workshops, how to package the content so that the business would take ownership of it and how to implement an improvement programme to implement the findings. In addition, they are also provided with questionnaires to assist them to test their organisation’s level of maturity on CEM regarding leadership, strategy, culture, organisation design and systems, technology and processes.

​This is an applied course where in addition to formal classroom training, attendees apply the CEM approach to a real-world problem in a structured and supportive environment.

Business Benefits

The skills you learn during the training will enable analytical people to design and implement customer journeys relevant to their customers that will outperform that of their competitors on customer experience.

Traditional business analysis is very much inside-out focussed; we believe that the focus must be outside-in, to ensure that your customer is at the center of your design. These optimised outside-in processes will lead to better customer experiences, and more satisfied customers. As business becomes more challenging, the benefit of applying Customer Experience Management comes down to:

  • An understanding of how to become more customer-centric as an organisation
  • The ability to create optimised target customer journeys, with internal systems, processes and practices aligned to customer requirements
  • The ability to create roadmaps on how to implement the optimised customer journeys

Course Content

The kick-start approach will combine training, with mentoring and workshops over a few weeks to help the team work through a full CEM exercise.  The number of weeks is dependent upon the problem type. We recommend an initial short workshop with the team to identify a feasible customer journey to tackle. We will then advise which problem can be accommodated within a 4/5-week timespan.

Week 1

1 Days’ classroom based theory on CEM.  Foundations, Planning & Preparation.

Establishing a foundation for CEM, introducing CEM as a discipline, introducing the CEM Challenge and preparing to start the design process.

Week 2

Learners sit in on the first journey mapping workshop facilitated by the CEM specialist, see how the workshop is facilitated and how the tools are applied. Half day workshop to discuss output of first journey mapping session.

Week 3 & 4

Learner led facilitation of remaining journey workshops. All learners sit in on all workshops. Mentoring guidance is provided by CEM specialist.

Week 5

Full day validation workshop to discuss the outputs and provide further guidance. Initiatives from all journey mapping workshops are consolidated to create an implementation plan and roadmap. Prepare learners for final presentation to management.

The Customer Experience Management course provides the learners with the tools needed to enable customer centricity

CEM is becoming increasingly important as customers start demanding more from companies.

This forces companies to look at CEM holistically, and not just focus on the “inside out” traditional design approaches.

Companies need to focus on unpacking and understanding the real needs of their customers, creating designs that are desirable to customers, yet viable and feasible to implement.

For more information on the training plan and cost please contact us.