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.
