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Customer Experience Workshops
Service Summary
CX workshops familiarise teams with CX Concepts while driving commitment to fix, improve or transform customer experience.
Typical Benefits
VoC Workshop
- Identification of customer pain points and opportunities to improve products, services and touchpoints.
- Resolution of customer issues leading to customer retention and sustainable business growth.
Customer Journey Mapping Workshop
- An understanding of your customers’ experience and how to strengthen their perceptions of your business.
- Enhanced customer experiences leading to stronger relationships with customers.
Value Proposition Workshop
- Appreciation of what your customers value, seeing your business through their eyes and understanding how to meet more of their needs
- A redefine value proposition, which will help you attract and keep more customers
Overview
Presented as a masterclass, all workshops blend theory and practice with on the spot coaching.
Each introduces customer experience and guides teams through steps to:
- Better understand your customers.
- Identify opportunities to fix, improve or transform customer experience.
- Commit to turning insight into action, enhancing CX and business performance.
Before your workshop, we meet to agree your goals, who you will invite and which length you need. You can select a half-day, full-day or two-day workshop. Then, I design the best workshop for you and communicate with your team.
In our follow-up sessions, you can ask more questions and receive further coaching.
Our Requirements of You
Spend 30-minutes in a planning session to set your goals and agree the attendee list. We will ask you to brief each attendee to ensure their attention and commitment.
We also ask you to bring a customer data. This may include a customer persona / avatar and customer feedback.
Our Commitments to You
At the end of your workshop, your team will have a better understanding of your customers – increased empathy – and an action plan to meet customer needs and / or resolve their issues.
Deliverables
Pre-workshop planning
A workshop of 1/2 day, one-day or two-days.
An action plan to enhance customer experience.
Two x two-hour follow up sessions.
Available Service Engagement Models
*This service may be engaged via multiple engagement model options to provide maximum flexibility.
Network Units
Network Units enable complete flexibility around any engagement. When using Network Units, clients can swap and change delivery experts, scope and duration of engagements in a frictionless manner with very little notice, in line with the quantity of Network Units purchased. Network Units can be purchased in blocks of any size and at any time and are billed in full at point of purchase.
Project Based Engagement
Project based engagements operate on the basis of agreeing work and any outcomes or milestones for delivery in advance of commencement of any engagement in a ‘Statement of Work’. Prices are fixed for the agreed deliverables and should changes be required, these may incur changes to delivery costs. Payment for Project Based Engagements are agreed on a case-by-case basis, giving consideration to risk, contract value, client payment history, relationship longevity and duration.