Customer Experience

Why Customer Experience?

In this era of digital transformation, new standards and growing customer expectations, staying relevant is a challenge for organizations. Needs change and organizations are forced to answer them. In addition, it is difficult for public organizations to maintain services at the level of customer expectations and not lose the trust of citizens and entrepreneurs.

Delving into the Customer Experience field gives you the insights into why customers are or are not satisfied. It helps you design and realize the right experiences. Delving into your customers, is opening the door to the future of your organization.

This is what you want to learn

• The key elements of Customer Experience;
• The importance and challenges of Customer Experience management;
• Which competences you need to realize Customer Experience management;
• What role technology plays in realizing Customer Experience management.

This is you

This Masterclass is suitable for any professional who wants to delve into Customer Experience, but has limited to no experience in it. The Masterclass is relevant for professionals from both the commercial and public sector. For example, you are a:

• Manager services
• Information manager
• Business analyst
• Customer Contact Center manager
• Project or program manager
• Business consultant

After the masterclass

• You can explore customer needs using different tools and methods;
• You’ve created your own Customer Experience strategy based on customer needs and organizational goals;
• You’ve created a plan for implementing your Customer Experience strategy and you are ready to take the first steps in your organization.