Embarking on your CX implementation

Course trainer
Trainer
Jonathan Ng Common
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 objectives

Learning objectives

  • 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

Online course

Online format

6 hours instructor-led training

Divided into 2 sessions, 

3 hours each

Course competency

Competency level

Intermediate

Certification

Certification

Receive a certificate of completion

Course fee

Course Fee

SGD 400 per pax

In-house training

run this course in-house

Min 4 pax

Questions? Drop us a note!

Course agenda

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 studies

Case study: 

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

Hands-on learning

Activity:

  • Chart your customer’s journey with a CX Map

  • 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 studies

Case study: Walkthrough of a prototyping tool

Hands-on learning

Activity: Making your idea tangible with a suitable prototype

Session 3: Preparing your CX programme for take-off

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

  • What’s needed to bring a concept to life

  • The front stage vs back stage components of CX

Case studies

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

Hands-on learning

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

Participant testimonials

PARTICIPANT TESTIMONIALS

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

"Real life examples which we can relate to."

"Explanation and steps are clear. Examples are relevant."

'Practical tips and good PowerPoint decks and templates."

 

"Practical and useful for my job."

Target audience

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

Course prerequisites

Course Prerequisites

  • Basic understanding of customer experience design

  • Identified opportunities for a CX project

Course preparation

Preparation

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