This course is designed to empower leaders with the tools and strategies necessary to build a high-performance Customer Experience (CX) team. It offers a comprehensive approach to assembling a team that not only excels in delivering outstanding customer experiences but also sets your brand apart in the competitive marketplace. Learn how to unite your organization around a customer-centric mindset, define key roles and responsibilities for CX success, and enhance team dynamics for better collaboration and engagement.

Course Objectives:

By the end of this course, participants will:

• Understand the essential components of a high-performing CX team.
• Learn how to align team members towards a unified vision for CX excellence.
• Acquire strategies to unlock the full potential of each team member, fostering a culture of accountability and care.
• Master the art of creating and maintaining a healthy team dynamic, conducive to innovation and peak performance.
• Gain access to invaluable resources and templates for team identity, personal user manuals, team retrospectives, and an accountability model.

Challenges Addressed:

This course addresses common obstacles faced when building a CX team, such as:

• Lack of alignment and uncoordinated efforts leading to underperformance.
• The prevalence of siloed expertise without effective integration.
• Team members' fears and imposter syndrome hindering open communication and authenticity.
• The absence of a nurturing environment that encourages team members to show up as their authentic selves.

What You Will Learn:

• Team Alignment: Techniques for continuously aligning team efforts with organizational goals.
• Vision Setting: Crafting a compelling team vision that motivates and guides the team towards CX excellence.
• Unlocking Potential: Methods to bring out the best in each team member, ensuring they contribute effectively to the team's success.
• Fostering Connection: Strategies to maintain a connected, engaged, and motivated team.
• Cultivating Culture: Building a team culture that balances accountability with care, celebrates wins, and supports members through challenges.

Resources Provided:

Participants will receive a suite of tools designed to support the development and management of a high-performance CX team, including:

• Team Identity Template: A framework for defining and communicating the team's unique identity and purpose.
• Personal User Manual: A guide to understanding and leveraging the individual strengths and preferences within the team.
• Team Retrospective Template: Tools for reflecting on team performance and areas for improvement.
• The Accountability Model: A structure for ensuring individual and collective responsibility toward achieving team goals.

Course Outcome:

Upon completion, you will be equipped to lead your CX team to new heights of success, characterized by improved performance, reduced stress, and increased satisfaction. Your team will be more cohesive, passionate, and productive, delivering superior results that enhance the customer experience. Additionally, the skills, templates, and methodologies learned can be applied to foster high-performance cultures in other teams within your organization.

Who Should Attend:

This course is ideal for CX leaders, managers, and anyone responsible for building or leading customer experience teams. It's perfect for those looking to enhance team performance, cultivate a positive team culture, and achieve exceptional results in the realm of customer experience.

Join Us:

Transform your team, your leadership, and your organization's approach to CX. Enroll today and start the journey towards building a world-class CX team.

Date: 18 June 2024

Time: 09h00 - 15h00 (GMT+2)