A good idea is only worth something once it becomes a concrete improvement the customer actually feels.
Many organizations want to improve customer experience, but the challenge is turning ideas into successful projects. That takes clear goals, good organization, and involving the right people on the team.
Training goal
Learn how to plan, lead and deliver customer experience improvement projects, from the initial idea through to implementation.
What you'll learn
- What makes customer-experience-focused projects different
- How to define a project's goals and expected results
- Identifying key stakeholders and their roles
- Planning CX initiatives and activities
- Managing priorities and resources
- Getting different departments to collaborate on CX projects
- Managing change during implementation
- Tracking project progress and success
- How to make sure changes actually stick in day-to-day work
Training outcome
Participants gain a structure and toolset for successfully leading CX projects that deliver real improvements for customers and the organization.