CX implementation course

Embarking on your CX implementation
Course

Improve your customer experience! Join this hands-on course to acquire frameworks, practical approaches and best practices in CX design. 

Learning Outcomes

  • How to create effective personas

  • How to create a customer journey map

  • How to easily generate ideas using the ERRC grid

  • How to create CX prototypes to test your ideas

  • How to validate your CX prototypes with customers

  • How to build a comprehensive blueprint to implement your CX

Benefits of Attending

Best Practices &

Pitfalls to Avoid

Practical Strategies you can Apply Instantly

Get your Questions Answered by the Trainer

Hands-on Exercises for Practical Application

Real-Life Examples of What Works & What Doesn't

Receive Course Slides & Templates

Online Format

6 hours instructor-led

Divided into 2 sessions,

3 hours each

Competency

Intermediate

Certification

Receive a certificate of completion

Course Fee

SGD 400 per pax

Run this course in-house

Minimum 4 pax

Questions? Drop us a note!

Jonathan Ng Common
Trainer
Jonathan Ng
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.

Course Agenda

Session 1: Brainstorming for human-centric solutions

Learn how to put the focus on the customer by generating ideas that directly address their pain points and needs.

  • The importance and types of customer personas

  • Visualising CX through omnichannel journey mapping

  • The ERRC grid for brainstorming ideas

  • Case study: CX Mapping: Aligning a persona’s goals with their journey

  • Activity: Chart your customer’s journey with a CX Map

  • Activity: Brainstorm valuable ideas with the ERRC grid

Session 2: Take your ideas from paper to prototype

Use prototypes to create a tangible, shared understanding of your idea then see if it’s valuable to your customers.

  • How prototyping saves time, money and heartache

  • Different types of prototypes

  • Tools to create prototypes

  • How to get customer feedback on your prototype

  • Case study: Walkthrough of a prototyping tool

  • Activity: Making your idea tangible with a suitable prototype

Session 3: Preparing your CX programme for take-off

Know and prepare the ingredients that make your CX programme a reality.

  • What’s needed to bring a concept to life

  • The front stage vs backstage components of CX

  • Case study: Dissect the CX blueprint of a well-known brand

  • Activity: Create your own CX blueprint to identify the needed resources and processes for implementation.

Participant Testimonials

Detailed step-by-step guides on how to chart the mappings."

Practical tips and good decks and templates."

Real-life examples which we can relate to."

Practical and useful for my job."

Explanation and steps are clear. Examples are relevant."

The hands-on exercises were helpful to understand how the frameworks can be applied to my job."

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

Preparation

Before the Course

Join the WhatsApp group chat to receive course updates

Complete the pre-course assessment to help the trainer understand your CX challenges and learning goals

Day of the Course

Join the Zoom meeting