Business Change Academy launches new Customer Experience course

In this age of digital transformation, it has become critical for organisations to continually enhance their customer experience.

What this means is service design, enhancement of processes and innovating through technology, in order to offer engaged, responsive and personalised experiences across the customer journey.

And to help you do exactly this, Business Change Academy is delighted to announce the launch of its new, three-day Customer Experience course.

The course introduces participants to a customer experience (CX) change framework and covers a range of techniques to transform your organisation’s CX ecosystem.

Here’s what you’ll learn:

• Why strategic ambitions need connected customer experiences to deliver customer satisfaction, and how to do it;
• The difference between CX and UX, and why it matters to your organisation;
• How to tune in to the voice of your customer;
• How to create multiple touchpoints that leave a lasting impression;
• How to create genuine value for your customer segments; and
• Actionable insights to take your customer experience from good to great.

The course includes a realistic case study that allows you to practise applying the techniques covered. Key areas of the course include analysing the organisation’s view of CX, customer gains and pains, personas, touchpoints, customer journeys and organisational maturity.

The course is designed for anyone who is involved in business transformation, including the following: heads of product, product owners, heads of digital, heads of e-commerce, and practitioners of Digital Experience and Customer Experience, including business analysts, operations and customer service managers, project managers, business change specialists and system design professionals.

Click here to read the full CX course outline and a schedule of public course dates at the company's training centre in Cape Town. Or, contact team@businesschange.academy for further details and in-house options.