The ACX Masters 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.
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Description
The ACX Masters 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. Webelieve 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.
Attendees will attain the globally recognised ACX Masters level accreditation through the BP Group, upon proof of learning through active participation and playbacks on key concepts covered in the course.
Who Should Attend?
ACX Masters is suitable for a more strategic audience - Sales Persons, Customer Experience Managers and Team Leads,
Heads of Departments across the business. There are no prerequisites to attend this course.
What you will learn
• Develop an understanding of Outside-In thinking
• Define the full customer lifecycle of a priority customer category
• Use the Innovation Formula to ideate and redesign that lifecycle
• Understand the alignment of the customer lifecycle to organisational
outputs, business and customer outcomes, rewards and mindsets
• Review the organisation structure and re-align roles to deliver
successful customer outcomes
• Understand the broader customer experience ecosystem and
develop an action plan to deliver CX traction
Overview
IQbusiness Insights facilitators with practical experience and CX knowledge. Simulation of a real scenario within your work environment, that the theory is applied to. Practical exercises executed in dynamic working groups. Extracts exported from Miro post training for your own reference. A full toolkit of practical tools from the CEMMethod.
Active participation in virtual teams, and some home-work will be expected. Current local and international case studies shared by the BP Group and IQbusiness Insights facilitators
