In-house Customer Experience Design  Workshops 

Our workshops are customised to address your specific needs. They are designed to engage and educate your team to think innovatively about your Customer Experience Design with immediate, actionable skills and insights.

Prepare your employees to deliver an exceptional customer experience that lies at the core of your business strategy. We help you create a customer-centric model and enhance your customer experience by strengthening your employees’ skills using the best in class CX frameworks.

Developing your Customer Experience Vision

1 day workshop

A Customer Experience Vision provides a blueprint to align your employees' and company's goals with your larger customer experience strategy and to meet your customers' needs for service. 

 

The CX Vision workshop takes you through the process of developing your vision and embedding it into your business at rapid speed. The workshop brings together your leadership team to interrogate your existing customer experience and culture and then develop the action plan in pursuing organisational change for the way your business provides services to its customers.

Outputs:

  • Learn what a 'Customer Experience Vision' is for and why they are so powerful.

  • Produce your businesses Customer Experience Vision. Connecting it with your corporate vision and values.

  • Develop an action plan to embed your new vision into your company culture.

  • Explore ways to strategically align every facet of your organisation with outstanding customer experience & service.

Employee Experience - Aligning your organisation

Half day workshop

Foundations of Customer Experience 

Do your people know how to deliver an experience to your customers?

 

We will develop an internal plan and approach to help your employees to be empowered, motivated and know what to do differently and have the skills to do it. 

 

The objective of the workshop is to ensure you have the internal capabilities to sustain the transformation effort over time.

Outputs:

  • Alignment - we create a framework so that other initiatives are implemented holistically 

  • Work stream support - how you can implement the design through your internal functions 

  • Customer Experience training blueprint - develop an action plan for developing and training the wider team

3 or 4 day workshop

In this 4 day intensive, fun and immersive event, your team will learn the fundamental and essential mindsets, tools and techniques to help your company use customer experience as a competitive differentiator.

 

The workshop is designed to teach your employees the benefits and foundation of CX. The workshop is delivered in a highly interactive format that educates and inspires your team to understand the principles of a CX strategy and ongoing management framework & processes.

Outputs:

  • Get inspiration for outside of your industry

  • Understand the business case for CX

  • Learn the benefits of customer insights

  • Learn the foundations of customer Personas

  • Understand the process of Customer Journeys 

  • Learn the benefit of the CX Strategy Map

  • Discover the potential pitfalls of CX 

  • Learn the principles of measuring CX

  • Understand the benefits of agile CX innovation 

CX Strategy & Implementation Overview 

1 day workshop

Immersion into the latest thinking around customer experience and the simple proven steps to implementing it successfully.

Your company are thinking about embarking on a customer experience programme but not sure where to start. What are the pitfalls to watch out for.

Outputs:

  • Determining the best Customer Experience Marketing for your organisation 

  • Identifying the values that drive customer loyalty for your business 

  • Identifying the enablers and barriers to delivering great experiences

  • Developing an implementation plan to align your product and processes - and how to get people 

Understanding your Persona's needs 

Half day workshop

Helps to give a clear understanding about the experience you need to deliver and your hallmark touchpoints for a specific persona.

 

A simple yet rigorous approach to defining the touch-points, understanding the experience you currently provide and then using your brand promise as a framework for designing the new experience. 

Outputs:

  • The desired emotion curve of the customer and how the experience needs to be delivered to achieve this 

  • The touchpoints you need to over index in order to dramatise your promise and create hallmarks for your brand/ business

  • People, process and product implication and a blueprint for action

Developing a Customer Journey

Half day workshop

Geared towards participants who want a step by step approach to Journey Mapping. It is designed for both B2B & B2C. Everyone will leave with actionable strategies to improve customer experience.

Outputs:

  • Learn how to develop a high level customer journey for one of your selected Personas.

  • How to determine the attributes customers most value.

  • How to understand the different touch-points in the customer journey.

  • Learning how to measure and manage customer loyalty and way to reduce defection

Customer Experience Journey Mapping

2 day workshop

This is Customer Journey Mapping on steroids. Take a real life Customer Experience and document it like never before.

 

There is no 'one size fits all' way to Journey Map so this bespoke engagement will allow you to craft your company's own unique Journey Mapping style for one of your Personas.

Outputs:

  • Recap on Customer Experience framework

  • Principles of developing your customer Segmentation Model & Personas

  • Customer Journey Mapping for a Persona

  • Current State Journey and Future State Journey

  • Potential Experience Architecture required

  • Begin the process of the priority backlog

  • Delivery of an action plan and digitalised  journey

Start to finish Customer Experience improvement

3 or 4 day workshop

The Customer Experience landscape is changing rapidly, and knowing how to operate in it is becoming more and more strategically imperative. The cornerstone of this workshop is optimising your CX basics. It is designed to equip CX managers, facilitators and team leaders with the right mindset, knowledge and tools to identify inconsistencies, simplifying processes and drive opportunities for improvement within your existing CX strategy and CX management programmes.

The workshop is customised to address your specific needs. The workshop is designed to engage and educate your team to think innovatively about your customer experience optimisation strategy with immediate, actionable skills and insights.

Outputs:

  • Review your existing Experience Mission Statement

  • Get inspiration from outside of your industry

  • Review your pitfalls and blockers

  • Learn how to effectively interview customers to uncover hidden needs, goals and outcomes.

  • Updating your existing current Journey Mapping to ideal state

  • Develop an up to date Priority Backlog

  • Review your existing Strategy Map

  • Review Measurement Framework

  • Learn the agile experience innovation technique 

Social Media & CX Workshop

Half day workshop

This workshop gets right to the heart of how to use this constantly evolving marketing tool to make your customers part of your brand.

 

We will discuss some of the innovative social media practices that brands are using to get closer to customers, build relationships and foster brand community

Outputs:

  • Understand how best to use social media to engage customers

  • Learn how to communicate your brand purpose and create an excellent customer experience through this touchpoint

  • Understand how to measure and sustain the experience to generate a positive ROI

As well as workshops we offer end to end Customer Experience Design, find out more about our full services.

© 2020 by Hiya Marketing.

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email: hello@hiya.marketing / phone: +442071936962 / London, Barcelona & beyond