Crushing Customer Experience Design (Hands-On Training)

While many business teams build deep knowledge in customer touch-points, few are able to organize around the complete customer journey — leading to customer satisfaction that is on-par with market expectations but ultimately unremarkable.

The emerging practice of CX design empowers your cross-functional teams to create a lasting framework for front-end innovation by capturing an accurate picture of customer needs and business support systems as well as architecting a vision for the experiences of the future.

In this workshop you’ll get hands-on with a live case to develop a customer experience journey with fellow CX’ers. Additionally, you’ll learn what it takes to build a CX strategy and practice with a combination of cultural alignment, research, governance systems and tech.

This course is for:

• Business managers and teams across marketing, product, customer service and sales who want to bring CX design practices into their business
• Individuals, consultants and practitioners who want to incorporate CX into their offering

Takeaways

• Learn how to organize their teams and culture around the complete customer journey
• Learn how to uncover their customers deepest unmet needs
• Learn how to use tools like journey mapping and service blueprinting with your cross-functional teams
• Learn how to use CX design to create an honest picture of the present and a vision for the future

Prereqs & Preparation
It will be helpful if students come with a customer experience problem or project in mind — this is not a requirement