This is a strategic course designed for professionals seeking to underscore the importance of customer experience (CX) through quantifiable data. In this critical one day program, participants will delve into the art and science of compiling a compelling business case for CX initiatives, powered by robust metrics and a comprehensive CX scorecard.

This course aims to equip CX professionals with the skills to effectively track, analyze, and communicate the return on investment (ROI) of their CX efforts, thereby securing buy-in and support from key stakeholders within their organizations.

Course Objectives:

By the end of this course, you will:

• Understand the significance of ROI questions and how to address them confidently.
• Master the measurable aspects of customer experience, debunking myths that CX impact is unquantifiable.
• Learn to engage stakeholders effectively in discussions around CX metrics and measurements.
• Set realistic, achievable goals that align with your organization's strategic objectives.

Challenges Addressed:

This course directly confronts common challenges faced by CX professionals, including:

• The daunting task of justifying CX initiatives to financially-focused stakeholders, like CFOs.
• The misconception that customer experience efforts are not quantifiable.
• The excessive time spent defending the value of CX efforts instead of enhancing customer experiences.

What You Will Learn:

• ROI Insight: Gain a deep understanding of why ROI questions are asked and how to make these inquiries a strength rather than a setback.
• Measurable CX: Unlock the measurable aspects of customer experience and learn to build a data-driven business case for CX initiatives.
• Strategic Discussions: Navigate metrics and measurement discussions with ease, engaging stakeholders around the tangible benefits of CX efforts.
• Goal Setting: Master the art of setting and achieving financial and customer satisfaction goals that demonstrate the concrete value of your CX strategy.

Resources Provided:

Participants will receive access to invaluable tools and frameworks to enhance their CX measurement strategy, including:

• The CX Scorecard Framework: A comprehensive guide to identifying, tracking, and analyzing CX metrics that matter.
• Strategic Discussion Framework: Techniques for facilitating strategic conversations about CX measurement and ROI with stakeholders.
• Business Case Template

Course Outcome:

Upon completion, you will possess a clear understanding of your financial and customer satisfaction goals, armed with the confidence to lead measurement discussions. You'll be able to establish a clear baseline for your CX efforts, enabling transparent and undeniable demonstration of results. Moreover, you'll empower your organization to recognize the undeniable value of customer-centric strategies, feeling proud of the measurable impact of your CX initiatives.

Who Should Attend:

This course is essential for CX professionals, business leaders, and anyone involved in the planning, execution, or justification of customer experience strategies. It is particularly beneficial for those who face challenges in demonstrating the tangible value of CX efforts to stakeholders within their organizations.

Join Us:

Elevate the status of customer experience in your organization by demonstrating its undeniable value. 

Enroll today and transform the way your organization perceives, measures, and invests in CX.

Date: 9 July 2024

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