Customer Experience AcademyLearn-Build-Communicate

thevaluespace™

“Your customer doesn’t care how much you know until they know how much

you care.”

Damon Richards

Agenda

Why should your organisation take part in a customer experience academy?

What does the academy cover? What exactly is in the agenda? How long is the academy? What outcomes & takeaways can I expect? How much does the academy cost? What is the relevant background of the academy instructor? What other customers have you run this academy with?

Why a customer experience academy?

• Customer needs & wants constantly challenging your sales & marketing ability?

• Too much focus on “price” as your core differentiator?

• Need to inspire customers?

• How effective & integrated are your customer touch-points?

What do we cover?

• How to think about your “customer wants and needs” during a prospect & customer’s engagement with your business

• How to build & optimise each stage of the customer experience journey

• Develop effective customer experience journey & mapping tools/techniques

• Embed creativity & innovation to the complete customer journey• Measure the effectiveness of the customer experience journey &

generate performance dashboards showing ROI and associated metrics which impact revenue & profitability

• Communicate each part of the customer experience through specific marketing plays

• Build workflows in the customer experience to provide feedback to product development/R&D to aid further development.

• (Module 1) 9-1pm Defining the “desired” customer experience• (Module 2) 2-4pm Customer psychology “How do customers think?” • (Module 3) 4-5pm Interpretation of customer expectations, delivery into business value

improvement

Day 1

• (Module 4) 9-1pm Customer research/needs analysis diagnosis models to provide superior experience

• (Module 5) 2-5pm Defining & designing a winning customer culture

Day 2

• (Module 6a) 9-10am Customer experience design & examples of leading customer service/experience models

• (Module 6b) 10-1pm Driving ROI through the customer experience (qualitative & quantitative KPIs)

• (Module 7) 2-5pm Integration of customer experience & digital marketing/social media

Day 3

• (Module 8) 9-11am Exceeding customer expectations – principles & techniques • (Module 9) 11-1pm Positive customer mental attitude & motivating employees• (Assessment) 2-5pm Assessment exercise – Company customer experience design

Day 4

Agenda I 2015 Customer Experience Academy Programme

What outcomes can you expect?

• Understand and apply key principles in creating the customer experience.

• Attract customers & non-customers to your business.

• Drive demand generation as you reposition context of your customer touch-points.

• Evaluate your existing & competitor customer propositions in the marketplace.

• Work more effectively with other functions in the organization to deliver successful customer experience journeys and maps.

• Build customer contact points behind a proposition to ensure timely & relevant communications.

• Develop powerful integrated marketing communications across modern marketing media & analytics to drive customer thinking.

Outcomes & Takeaways

Customer Journey Tools & Frameworks.

Confidence/Capability/Credibility

+1 Follow up coaching day

Recommended Customer Experience references/papers & practiced examples

How much is it?

Customer Experience Academy

4 Days

£8k

Who is the academy instructor?

• Dr Gopal Kutwaroo BScEcon(Hons) MScEcon Ph.D MCIM DMI-CT

• 20+ years experience includes a number of senior global telco and software Director/VP positions in fixed, mobile and convergence telecoms marketing, sales and channel-alliance management. Siemens, BT Group, NCR, Dell, Cisco, Nokia, Microsoft.

• Customer Experience course director/instructor/coach to over 150 clients for over 18 years including:

EDF, RWE, John Lewis,, Ordnance Survey, WABCO, Transport for London, Balfour Beatty, British Gas, Doosan Power Systems, Nawras, Websense, DX Group, BAE Systems, Wienerberger, Yorkshire Building Society, Barclays, TNT, Amey, Babich Wines, Gemalto, National Australia Bank, Telstra, UNIQA Bancassurance, Travelport, WnDirect, Rio Tinto, Scottish Enterprise, Welsh Assembly Government, Government of Malaysia, Cardiff University, Clydesdale Building Society, Investec Asset Management, Santander, Prudential Europe, KPMG, Ricoh Europe, DHL, Royal Mail, Claverham, Rolls Royce, BNP Paribas, Canon, Airwave, Visa Europe...

• Visiting professor to a range of UK business schools, MBA Examiner, Judge for the British CIM awards.

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CLAVERHAM

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Contact - Dr Gopal Kutwaroo BScEcon(Hons) MScEcon Ph.D MCIM DMI

thevaluespace.com

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