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.