In-house Buyer and Customer Experience Workshops
Elevate your customer engagement to new heights with our bespoke Customer Experience training and workshops. Each session is meticulously crafted to meet your unique business needs, encouraging your team to think creatively and strategically about your customer experience design. We don't just provide theory, we equip your team with immediate, actionable insights and skills that can be put into practice right away.
Equip your employees to not just deliver, but excel in providing a superior customer experience that forms the crux of your business strategy. Our workshops and training go beyond generic templates, focusing instead on helping you cultivate a truly customer-centric ethos. We enhance your customer experience by fortifying your team's capabilities through the use of cutting-edge CX frameworks. Let us help you transform your team into a powerhouse of exceptional buyer and customer experience.
Foundations of CX: 2 day training workshop
2 day workshop
In this 2 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:
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Get inspiration for outside of your industry
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Understand the business case for CX
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Learn the benefits of customer insights
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Learn the foundations of customer Personas
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Understand the process of Customer Journeys
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Learn the benefit of the CX Strategy Map
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Discover the potential pitfalls of CX
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Learn the principles of measuring CX
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Understand the benefits of agile CX innovation
CX Improvement: 2 day workshop
2 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 existing 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 designed to engage and educate your team to think innovatively about your customer experience optimisation strategy with immediate, actionable skills and insights.
Outputs:
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Review your existing Experience Mission Statement
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Get inspiration from outside of your industry
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Review your pitfalls and blockers
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Learn how to effectively interview customers to uncover hidden needs, goals and outcomes.
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Updating your existing current Journey Mapping to ideal state
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Develop an up to date Priority Backlog
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Discover a Strategy Map
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Review Measurement Framework
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Learn the agile experience innovation technique
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:
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Determining the best Customer Experience Marketing for your organisation
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Identifying the values that drive customer loyalty for your business
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Identifying the enablers and barriers to delivering great experiences
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Developing an implementation plan to align your product and processes - and how to get people
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Discover a Strategy Map and how you can build one for your organisation
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How to get buy in for a CX programme
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How to track success and report on it
Understanding your Persona's needs
Half day or 1 day workshop
This one-day workshop on understanding your personas' needs can help your organisation to develop a deeper understanding of your customers' needs, preferences, and behaviours, and how to tailor your products, services, and marketing efforts to meet their specific needs.
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:
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Define your target personas based on customer research and feedback, and identify their specific needs, preferences, and behaviours.
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How to develop customer personas that represent the different types of customers that you are trying to engage with, and include key information such as demographics, behaviours, goals, and pain points.
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How to analyse customer feedback and data to gain insights into your personas' needs, preferences, and behaviours.
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Develop empathy maps to gain a deeper understanding of your personas' emotions, motivations, and pain points.
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How to align your marketing efforts with your personas' needs and preferences, and develop specific strategies and tactics that are tailored to each persona.
Building your Journey Maps and Audit
3 day workshop
This is Customer Journey Mapping on steroids. Take one of your customer personas or customer profiles and build there current and future journey map.
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 Map for one of your Personas.
Outputs:
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Principles of developing your customer Segmentation Model & Personas
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Best Practice persona development
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Current State Journey and Future State Journey for one of your selected personas or customer profiles
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Carry out a experience gap analysis
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Learn how to build a build a priority backlog and action plan
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Learn what to do with your journey maps and gap analysis
Reviewing your marketing across your existing journey maps
2 day workshop
A two-day interactive workshop to review your marketing across existing journey maps can help your organisation to gain a deeper understanding of how your marketing efforts impact the customer journey and identify opportunities to optimise the customer experience. You can Involve key stakeholders from across your organisation, including marketing, sales, customer service, and product development.
Outputs:
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Review your existing journey maps and identify the touchpoints and interactions where marketing plays a role.
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Analyse customer feedback and data to gain insights into the impact of your marketing efforts on the customer journey.
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Identify gaps and opportunities to improve your marketing across the customer journey.
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Define marketing tactics that are tailored to the specific touchpoints and interactions where marketing plays a role in the customer journey.
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Develop a marketing plan that outlines the specific steps required to implement your marketing strategy and tactics, and allocate resources accordingly.
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How to implement your marketing plan and measure its impact on key metrics such as customer engagement, retention, and loyalty.
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Develop a plan for continuous improvement and refinement of your marketing efforts across the customer journey.
How to develop a customer centered Sales Enablement Programme
2 day workshop
This two-day workshop on how to develop a customer-centered sales enablement programme can help your organisation to create a structured and effective approach for providing your marketing and sales team with the tools and resources they need to sell your products and services in a customer-centric way.
Outputs:
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Introduction to sales enablement
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Identify stakeholders
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Define your target customer:
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Develop Ideal Customer Profile
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Identify customer needs
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Define the buyer process and journey
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Define your sales enablement programme
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Align your sales enablement programme with CX
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How to develop a sales enablement plan
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How to implement your sales enablement programme and measure its impact
How to review your GTM with CX
1 day workshop
A workshop to review your go-to-market model with customer centricity can help your organisation to ensure that your marketing and sales strategies are aligned with your customers' needs and preferences, and that your go-to-market model is optimised for success.
Outputs:
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Introduction to CX and go-to-market model
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Review your go-to-market model
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How to gather and analyse customer feedback and data to gain insights into your customers' needs, preferences, and behaviours, and how they interact with your go-to-market model.
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Learn how to align your go-to-market model with CX.
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How to implement your updated go-to-market model and measure its impact.