CX Training - Customer experience

A truly customer-centric business needs the internal capability to own the customer experience and service delivery.

Capability transfer is essential: ultimately organisations want to be fully capable of delivering the best customer experience to their customers.

Proto's sure-fire customer experience training program builds and embeds customer focus. Internal teams learn how to:

• Apply customer insights to their day-to-day activities
• Bring the voice of the customer into business decision making
• Help teams prioritise what is most important to customers

These interactive half or full day Experience and Service Design Workshops provides employees with:

• The skills and framework necessary to improve customer experience
• A business roadmap – tangible steps to improve service delivery
• A visual report and outcomes for teams to take action

A customer journey map workshop helps teams:

• Understand what a customer journey map is and how successful organisations use them to uncover business opportunities and add value to their customers.
• Understand the core components of customer journey maps
• Recognise the different layers that make up a customer journey map and how they can be tailored to each organisation
• Generate customer insights and turn them into actionable insights
• Learn by doing — hands on experience in building core CJM components

Teams attending the actionable insights workshop learn how to:

• Understand the basics of human-centred design
• Recognise the process and steps to move from customer feedback to customer-inspired ideas
• Move ideas from being purely customer-inspired to also being business-led and technology enabled
• Learn by doing — translate customer feedback into actionable ideas