Customer Experience Governance & Oversight Training Course: Ensuring A Positive Customer Experience

Introduction

Customer Experience Governance & Oversight training empowers organizations to establish and maintain a customer-centric culture, ensuring consistently positive experiences across all touchpoints. This course focuses on analyzing customer journey maps, implementing feedback mechanisms, and understanding the impact of customer experience (CX) on brand loyalty and business growth. Participants will learn to develop CX governance frameworks, utilize customer satisfaction metrics, and understand the intricacies of using data analytics and technology to enhance customer interactions. By mastering CX governance, professionals can enhance their ability to build a customer-first organization, drive continuous improvement, and contribute to a more positive and profitable business environment.

The increasing demand for personalized and seamless customer experiences necessitates a comprehensive understanding of CX governance and oversight best practices. This course delves into the nuances of customer journey optimization, service design, and employee empowerment, empowering participants to develop and implement tailored CX strategies. By integrating customer insights with operational excellence, this program enables organizations to lead initiatives that maximize customer satisfaction and drive sustainable business success.

Target Audience:

• Customer experience managers
• Customer service managers
• Marketing managers
• Operations managers
• Product managers
• Data analysts
• Consultants
• C-suite executives
• Individuals interested in customer experience
• Quality assurance managers

Course Objectives:

• Understand the principles and importance of customer experience governance and oversight.
• Implement techniques for analyzing customer journey maps and identifying key touchpoints.
• Understand the role of customer feedback mechanisms in improving customer experience.
• Implement techniques for developing and implementing a comprehensive CX governance framework.
• Understand the principles of customer satisfaction metrics and key performance indicators (KPIs).
• Implement techniques for utilizing data analytics and technology to enhance customer interactions.
• Understand the role of employee empowerment and training in delivering exceptional CX.
• Implement techniques for conducting customer experience audits and quality assurance checks.
• Understand the legal and ethical considerations related to customer data and privacy.
• Develop strategies for measuring and analyzing the impact of CX governance initiatives on business outcomes.

DURATION

5 Days

COURSE CONTENT

Module 1: Foundations of Customer Experience Governance

• Principles and importance of customer experience governance and oversight.
• Understanding the customer experience landscape and its strategic relevance.
• Benefits of ensuring a positive customer experience.
• Historical context and evolution of customer experience management.

Module 2: Customer Journey Mapping and Touchpoint Analysis

• Techniques for analyzing customer journey maps and identifying key touchpoints.
• Implementing customer journey mapping methodologies.
• Utilizing touchpoint analysis tools and techniques.
• Managing journey mapping.

Module 3: Customer Feedback Mechanisms

• Role of customer feedback mechanisms in improving customer experience.
• Understanding feedback collection strategies and tools.
• Implementing customer feedback analysis and reporting.
• Managing feedback mechanisms.

Module 4: CX Governance Framework Development

• Techniques for developing and implementing a comprehensive CX governance framework.
• Implementing governance policies and procedures.
• Utilizing CX frameworks and standards.
• Managing CX frameworks.

Module 5: Customer Satisfaction Metrics and KPIs

• Principles of customer satisfaction metrics and key performance indicators (KPIs).
• Understanding customer satisfaction surveys and metrics.
• Implementing KPI tracking and reporting.
• Managing CX metrics.

Module 6: Data Analytics and Technology in CX

• Techniques for utilizing data analytics and technology to enhance customer interactions.
• Implementing customer data analysis and insights.
• Utilizing CX platforms and technologies.
• Managing CX technology.

Module 7: Employee Empowerment and Training

• Role of employee empowerment and training in delivering exceptional CX.
• Understanding employee training and development programs.
• Implementing employee empowerment strategies.
• Managing employee empowerment.

Module 8: Audits, Ethics, and Measurement

• Techniques for conducting customer experience audits and quality assurance checks.
• Implementing ethical considerations in CX management.
• Utilizing performance metrics and reporting.
• Managing CX measurement.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.