The CPP training programme encompasses theoretical and practical training in customer centric concepts and tools from the CEMMethod™ - designed to enable you in strategic customer centric design and transformation. We believe in a learning by doing approach, therefore this course entails the practical application of key learnings to a real-life case study for maximum benefits to be realised. The course is facilitated by experienced iqbusiness coaches over 4 days, in-person.

  • 10 March
    4 days, Mon, Tue, Wed & Thu 8:30 AM - 5:00 PM
    Johannesburg
    Session information
    Sessions
    Session 1
    Mon 10 Mar 08:30 - Mon 10 Mar 17:00
    Johannesburg
    Session 2
    Tue 11 Mar 08:30 - Tue 11 Mar 17:00
    Johannesburg
    Session 3
    Wed 12 Mar 08:30 - Wed 12 Mar 17:00
    Johannesburg
    Session 4
    Thu 13 Mar 08:30 - Thu 13 Mar 17:00
    Johannesburg
    • R29,000.00 excl. VAT
    Register10 places remaining

Description

The CPP training programme encompasses theoretical and practical training in customer centric concepts and tools from the CEMMethod™ - designed to enable you in strategic customer centric design and transformation. We believe in a learning by doing approach, therefore this course entails the practical application of key learnings to a real-life case study for maximum benefits to be realised. The course is facilitated by experienced iqbusiness coaches over 4 days, in-person.​

Attendees will attain the globally recognised CPP Masters level accreditation through the BP Group, upon proof of learning through active participation and playbacks on key concepts covered in the 4 day course.​

CPP Masters is suitable for a more operational audience – Process and Business analysts, Operational Staff and Managers (both customer facing and customer enabling) and Customer Experience Professionals across the business. There are no prerequisites to attend this course. ​

Overview

• Two dedicated facilitators with practical experience and knowledge • Simulation of a relatable case study as part of the practical exercises • Exercises exported post-training for your own reference • Live collaboration on a virtual whiteboard • Active participation in virtual teams • Local and international case studies PLUS: Two free coaching hours per participant post-training (valid for 8 weeks after the end date of the course) Attendees will attain the globally recognised Certified Process Professional level and/or Masters level certification through the BP Group.

What you will learn

  • Develop an understanding of Outside-In thinking and distil the Successful Customer Outcome​
  • Understand the relationship between Business Process and Customer Experience​
  • Rapidly map current state journeys while applying key process diagnostics for customer centric improvement into an optimised future state.​
  • Use the Innovation Formula to ideate and redesign that lifecycle​
  • Learn how to ensure process are aligned to business and customer outcomes and ensure they are measured and managed effectively using a variety of tools.​
  • Understand why technology should be driven by experience design.​