The ACX training programme encompasses theoretical and practical training in customer centric concepts and tools from the CEMMethod™ - designed to enable you in strategic customer centric design and transformation. We believe in a learning by doing approach, therefore this course entails the practical application of key learnings to a real-life case study for maximum benefits to be realised. The course is facilitated by experienced BP coaches over 4 days, in-person.
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Description
- IQbusiness Insights facilitators with practical experience and CX knowledge
- Simulation of a real scenario within your work environment, that the theory is applied to.
- Practical exercises photographed and shared post-training for your own reference.
- Active participationin teams.
- Local and international case studies shared by the BP Group and IQbusiness Insights facilitators.
Description
- IQbusiness Insights facilitators with practical experience and CX knowledge
- Simulation of a real scenario within your work environment, that the theory is applied to.
- Practical exercises photographed and shared post-training for your own reference.
- Active participationin teams.
- Local and international case studies shared by the BP Group and IQbusiness Insights facilitators.
Overview
- 4 Day Interactive workshop coached by BP Group accredited coaches.
- Certification is competency-based, evaluating competency through the practical application of advanced CX concepts during the course of the workshop, ensuring you have the skills to deliver CX improvement
- Accredited Customer Experience Certification accredited by the BP Group
Overview
- 4 Day Interactive workshop coached by BP Group accredited coaches.
- Certification is competency-based, evaluating competency through the practical application of advanced CX concepts during the course of the workshop, ensuring you have the skills to deliver CX improvement
- Accredited Customer Experience Certification accredited by the BP Group
What you will learn
- Develop an understanding of Outside-In thinking.
- Define the full customer lifecycle of a priority customer category.
- Use the Innovation Formula to ideate and redesign that lifecycle.
- Understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.
- Review the organisation structure and re-align roles to deliver successful customer outcomes.
- Understand the broader customer experience ecosystem and develop an action plan to deliver CX traction.
What you will learn
- Develop an understanding of Outside-In thinking.
- Define the full customer lifecycle of a priority customer category.
- Use the Innovation Formula to ideate and redesign that lifecycle.
- Understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.
- Review the organisation structure and re-align roles to deliver successful customer outcomes.
- Understand the broader customer experience ecosystem and develop an action plan to deliver CX traction.
