CEM Agenda

Masterclass Coach: Rajat Chawla - Transformist
Rajat Chawla is a Customer Experience Transformist, Asia’s first and only Certified Customer Experience Professional. He is a Gallup Certified Strengths Coach. Rajat facilitates customer experience transformation and help build Strengths based customer centric culture in global organisations. Rajat helps organizations achieve clear business outcomes through amalgamation of people strengths, customer centered processes and relevant technologies. His expertise include Business Transformation, Customer Experience and Strengths based practice building. He has developed deep understanding of human potential, customer needs and business perspectives. He has led several global transformation assignments for his clients across the world. know more

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Masterclass Agenda: The masterclass agenda is aligned to CXPA Competencies, this will also be helpful in gaining prestigious global customer experience Certification - CCXP by Customer Experience Professional Association.

Day One - 10th December 2015
Session 1: Introductory Session on Customer Experience Management

Session 2: Developing Customer Centric Culture

Best practices for cultivating customer-focused culture
Internal and external marketing and communications
Employee engagement strategies

Session 3: Exploring Organizational Adoption & Accountability

Alignment of business goals with customer-focused culture
Cross functional initiatives to improve customer experiences

Session 4: Understanding VOC of Customer & Insights

Develop voice of customer programs
Analyze VOC to identify and resolve customer pain points
Net Promoter Score

Day Two - 11th December 2015
Session 1: Customer Journey Mapping

Journey mapping to improve most relevant moments of truth
Design thinking to create enhanced experiences

Session 2: Customer Experience Metrics & ROI

Identify key CX metrics for tracking experience quality and loyalty
Framework and linkage of improved experiences to business outcomes

Session 3: Customer Experience Strategy

Customer experience strategy aligned to organisational brand values
Approach to engage all functional and business functions to execute CX Strategy

Session 4: Understanding of CCXP Certification Guidelines & CXPA membership benefits

This masterclass agenda will help CXOs, industry practitioners and consultants to become adept at creating and delivering outstanding customer experiences for their companies and clients. The masterclass will also help individuals prepare for sought after global CCXP certification offered by CXPA.

Special Focus: Customer Journey Mapping is the process of capturing the total customer experience across all touchpoints in your organisation and identifying the gaps. Journey map tells the story of the customer’s experience: from initial contact, the process of engagement and into a long-term relationship.

As part of Customer Journey Mapping Session:

We will help cross-functional teams visualise across various elements of customer experience management using human centered design thinking approach.
Participants will evolve personalised customer experiences journeys
Help draw insights across physical and digital customer touch points through customer journey maps
Understand how your customers interacts with your brands

Masterclass Date: 10-11th Dec, Bengaluru | 16-17 Dec, Mumbai
Timing: 10am - 5pm (both days)
Venue: 4/5 Star Hotel
Includes: Networking Lunch, Tea breaks & Participation Certificate