Customer Experience Design (CXD)
Partner, Innovation Design, Common
Jonathan is a transdisciplinary designer. His last 15 years in the design industry was spent conceptualising and launching innovative experiences for some of the world’s most renowned brands. He is an entrepreneur, an intrapreneur, and a design educator. His work in innovation has won global accolades and recognition. By balancing strategic thinking with a keen eye for design, he helps client partners push the boundaries of conventionality to achieve commercial success.
How to translate CX investments to business value
How to audit and identify gaps in your current CX
How to generate opportunities to improve CX
How to evaluate and prioritise the opportunities
How to build a business case for your CX project
Session 1: Introducing CX: What’s your weakest link?
Learn the real business value of CX, and how to audit and identify the problems in your current customer experience.
Translating CX investments to business value
The value chain of customer experience
What are the ingredients of best-in-class CX?
The TRADER tool for evaluating CX
Case study: How Starbucks pioneered the experience economy
Activity: Evaluating your service with the TRADER tool
Session 2: CX strategy: Identify and pick the right battles
Get to the bottom of your CX gaps by generating multiple hypotheses of the root cause, and evaluate your current ability to address them.
Why CX problems are never as simple as they seem
The 5 Whys tool for uncovering true CX opportunities
Identifying pockets of opportunity along journey-based customer experiences
Effectual thinking as a beacon through uncertainty
Case study: Dive into the “where to play” and “how to win” of a CX strategy
Generate opportunities with 5 Whys tool
Prioritise opportunities with the Effectual model
Session 3: Preparing a CX pilot: Gather your allies and supplies
Build a convincing case for your CX innovation project by creating a robust, well-thought-through plan.
What matters to stakeholders
How to build a cross-functional CX team
Overcoming common objections to CX
Cover your ground with the CX Pilot Canvas
Case study: Breaking down the business case for a CX pilot
Activity: Ensuring stakeholder buy-in with a CX pilot canvas
"Interactive and Jonathan uses good examples to make it easier to understand."
"Broken down into easy to absorb sections. Each topic or point that the trainer is trying to get across is illustrated by an exercise to reinforce what has been taught."
"Very interactive and helpful."
"Different frameworks provided."
Who Should Attend
Directors and managers of service quality and customer-centric initiatives
Professionals in the fields of customer experience, product management, marketing, quality assurance, operations, collaborative partnership or customer analytics
Before the course:
Join the WhatsApp group chat to receive course updates
Complete the pre-course assessment form
Day of the course:
Enter the meeting via the Zoom link