To equip professionals with advanced knowledge, tools, and techniques necessary to design, implement, and assess customer experience strategies, ensuring alignment with organizational goals and customer expectations.

By the end of the program, participants will be able to:

1. 1. Understand and apply the core competencies of customer experience as defined by CXPA.
   2. Design and implement effective customer feedback mechanisms.
   3. Analyze and address the needs and expectations of both internal and external stakeholders.
   4. Develop effective communication strategies to handle complaints and ensure timely resolutions.
   5. Formulate improvement proposals and strategies for service recovery and relationship enhancement.
   6. Create and sustain a culture of customer-centricity within their organizations.

• Customer experience professionals aiming to gain a recognized credential in their field.
• Customer service managers, relationship managers, and communication specialists.
• Business leaders and decision-makers focused on enhancing customer experience.
• Professionals responsible for designing and implementing customer experience strategies.

Exercises and Assessment:

• • Case study analyses to apply concepts in real-world scenarios.
  • Role-playing exercises for effective communication and complaint resolution.
  • Group discussions to explore stakeholder expectations and relationship management.
  • Quizzes and practical assessments to evaluate understanding and application of CX principles.
  • Final project to design a customer experience strategy tailored to a specific organizational context.

Training Requirements and Setup:

• • Classroom setting or virtual learning platform.
  • Access to interactive tools for collaboration and discussion.
  • Presentation materials, case studies, and assessment templates.
  • Facilitators certified in customer experience with practical experience in the field.
  • Assessment through written exams, practical projects, and active participation.

Training Materials and Methods:

• • Official CXPA resources and study guides.
  • Research articles, case studies, and industry reports.
  • Interactive workshops and group activities.
  • Videos and recorded interviews with industry experts.
  • Online resources and digital tools for scenario-based learning.

References:

• • Customer Experience Professionals Association (CXPA) official website: www.cxpa.org
  • "The Customer Experience Professionals Handbook" by James M. Hanks.
  • Research reports and white papers from global customer experience leaders.

Day 1: Introduction to Customer Experience (CX) and Stakeholder Communication

• Session 1: Introduction to Customer Experience and CXPA Standards
• Understanding Customer Experience (CX) and its significance
• Overview of CXPA's core competencies and certification requirements
• Session 2: Stakeholder Analysis
• Identifying internal and external stakeholders
• Analyzing stakeholder expectations and needs
• Session 3: Communication Protocols
• Developing effective communication strategies for stakeholders
• Practical exercises: Role-playing for stakeholder communication
• Session 4: Handling Complaints and Conflict Resolution
• Techniques for effective complaint handling
• Best practices for conflict resolution in customer experience

Day 2: Customer Experience Strategy and Service Design

• Session 1: Building a Customer-Centric Culture
• Understanding organizational culture and its impact on CX
• Strategies to build and maintain a customer-centric mindset
• Session 2: Designing Customer Experience Strategies
• Elements of a successful CX strategy
• Aligning CX strategies with organizational goals
• Session 3: Service Design and Journey Mapping
• Introduction to service design principles
• Creating and analyzing customer journey maps
• Session 4: Workshop: Creating Customer Journey Maps
• Hands-on activity to design a customer journey for a specific scenario
• Presentation and feedback

Day 3: Customer Feedback Management and Data Analysis

• Session 1: Measuring Customer Feedback
• Tools and techniques for gathering customer feedback
• Designing effective surveys and feedback mechanisms
• Session 2: Analyzing Customer Feedback
• Quantitative and qualitative data analysis methods
• Identifying trends and actionable insights
• Session 3: Data-Driven Decision Making
• Using data to drive CX improvements
• Understanding KPIs and metrics for customer experience
• Session 4: Practical Exercise: Analyzing Customer Data
• Analyzing sample data to extract insights
• Developing improvement recommendations

Day 4: Service Recovery and Improvement Strategies

• Session 1: Service Recovery Frameworks
• Approaches to effective service recovery
• Managing customer expectations during service failure
• Session 2: Developing Improvement Proposals
• Identifying areas of improvement and proposing solutions
• Crafting quick recovery strategies to enhance customer satisfaction
• Session 3: Managing Customer Retention
• Strategies to retain loyal customers and reduce churn
• Building long-term customer relationships
• Session 4: Case Study Analysis: Successful Service Recovery
• Analyzing real-world service recovery cases
• Group discussions and presentations

Day 5: Leadership, Change Management, and Assessment

• Session 1: Leadership in Customer Experience
• The role of leadership in driving a customer-centric culture
• Empowering teams to deliver exceptional experiences
• Session 2: Change Management for CX Transformation
• Managing organizational change to support CX strategies
• Overcoming challenges and resistance
• Session 3: Assessment and Certification Preparation
• Review of key concepts and preparation for certification
• Mock assessments and quizzes
• Session 4: Final Project Presentation
• Participants present their customer experience strategies
• Feedback and discussions
• Closing remarks and program wrap-up

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration