Embarking on your CX implementation
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 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
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
CX Mapping: Aligning a persona’s goals with their journey
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 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 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 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.
"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."
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
Basic understanding of customer experience design
Identified opportunities for a CX project
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