Module 1: The Strategy Blueprint for Success

Transform your organisation from haphazard to intentional, with a targeted approach that wins over customers and invigorates employees. Our comprehensive blueprint outlines key aspects of customer experience, saving you time and skipping guesswork. Take control of your organisation's future, assess areas for improvement, and devise a relationship strategy that propels you to the next level of customer excellence.

Module 2: The Secret Sauce of a Client-Centric Culture Discover the transformative power of cultivating a clientcentric culture. Align your organisation's culture with customer-centric goals and values. Uncover the keys to articulating your company culture and defining your brand essence. Through interactive exercises and discussions, learn how to foster client-centric behaviours, skills, and rituals within your organisation.

Module 3: Know Your Customer

Unlock the true potential of your customer data. Learn how to bring your customers to life and make them the center of your business universe. Create brilliant experiences that inspire your team to obsess over customer happiness. Gain insights that fuel creative problem-solving and differentiate yourself from the competition. Don't let your customer data go to waste – turn every interaction into an opportunity to excel.

Module 4: The Customer Journey Mapping Success Formula

Learn the secrets to effective customer journey mapping and unlock new ways for your brand to compete. Design journeys that wow customers in moments that matter. Collaborate with passionate customers and bright minds to craft experiences that inspire conversations. Discover the formula to design journeys that yield tangible business results. Get inspired by real-life case studies and learn by doing, ensuring your brand stands apart from the rest.

Module 5: Documenting Your Customer Journey Map Transform your messy post-it notes into a powerful brand domination strategy. Learn how to assimilate and transform information into compelling stories that resonate with every audience in your organisation. From executives to every employee, ensure everyone knows what's expected of them and how they contribute to remarkable customer journeys. Turn fuzzy ideas into concrete, prioritised plans quickly and efficiently. Say goodbye to wasted time and effort, and hello to presentable stories that propel your organisation to new heights.

Module 6: Expand Your Leadership Impact

Are you ready to ignite the leader within and make a remarkable impact in the world of CX? Module 6: CX Leadership is your gateway to unlocking your full leadership potential. Gain the skills, knowledge, and mindset necessary to excel as a CX leader and set your career on a trajectory towards greatness. Define your leadership vision, craft a strategic roadmap, and learn effective leadership principles to become an influential leader in the CX landscape.

Module 7: Harness the Power of Your CX Team Unlock the potential of a highly effective CX team that will propel your organisation to new heights of success.

In Module 7, we equip you with the insights and strategies to build a highperforming CX team that differentiates your brand and elevates the customer experience. Learn the key roles and responsibilities required for CX excellence, unite your organisation around a customer-centric mindset, and strengthen team dynamics for enhanced collaboration and engagement.

Module 8: Revolutionise the Employee Experience with Journey Mapping Design personalised employee journeys that align with your brand experience essence and create value for your workforce. In Module 8, discover the art of employee journey mapping and revolutionise your organisation's employee experience. By understanding the critical touch points in an employee's journey, you can create tailored experiences that engage, motivate, and retain top talent. Drive employee engagement, infuse your brand essence into every aspect of the journey, and cultivate a culture of high performance.

Module 9: Prove the Value of CX with Metrics, Measurements, and ROI Make a compelling business case for customer experience within your organisation. In Module 9, unlock the power of CX metrics, measurements, and ROI. Learn how to compile and present a persuasive business case backed by data-driven metrics and a comprehensive CX scorecard. Effectively track, analyse, and communicate the ROI of your CX efforts to gain buy-in and support from key stakeholders. Elevate the visibility and credibility of customer experience within your organisation.

Module 10: Drive CX Change and Activation

Bring your customer and employee journey designs to life and create impactful change within your organisation. In Module 10, learn powerful methods and strategies to drive change, activate experience improvements, and foster a customer-centric culture. Engage the entire organisation, align teams, and inspire collective action to deliver exceptional experiences. By activating improvements and co-creating business results, you'll transform your organisation into a powerhouse of customer experience.

Get the benefit of purchasing both programs together.