Course Details

Course overview

Customer Experience (CX) is the result of a combination of all the interactions between a client and a business or non-commercial entity. Positive CX means the interaction is satisfactory, while negative CX indicates that there are some clear points to be upgraded on the product or service side of things. These days CX is the central element of Sales, and thus a great deal of attention must be paid to it.

This Atton course covers numerous aspects of Consumer Experience, clarifies central points on how to understand customers’ needs and expectations, and demonstrates how businesses and non-commercial entities can benefit from using modern technologies. It also thoroughly explores the technological aspects that are especially vital in terms of modern tendencies (such as smart technology and its link to CX). The Digital Client experience has become an integral part of our world, and thus competence and proficiency in this area is a highly in-demand and prized piece of knowledge.

Participants in this CX training with specialization on smart technologies obtain, on top of is the benefits mentioned above, knowledge of the following elements of Digital CX:

• Essentials and role of Customer Experience for all types of entities
• Latest developments and trends in Smart Technologies and Digital CX
• How to perform up-to-date CX analytics using the latest techniques
• Creating ecosystems where CX is be integrated into Smart Technologies
• Developing a practical plan to deliver continuous positive Buyer Experience

Course content

DAY ONE

• Introduction to the Customer Experience and its correct meaning
• Client Experience Essentials and its role for a Company
• Definition, Importance and Key Elements of Customer Experience
• Best Praxis to provide quality Consumer Service Continuously
• Top guiding principles of customer experience that you can't neglect
• Customer Experience Measurement Pyramid – McKinsey Method

DAY TWO

• Reviewing how Technologies help us to understand Consumer Needs & Expectations
• Grasping customers` wants with modern Technology automation
• Changes in Consumer Expectations and Wants due to the influence of Technologies
• Digital Experience as a game-changer – exploring Central Reasons Why
• Where Digital Customer Experience and Smart Technologies Meet
• Smart Tech Transforming CX – what to expect in the near Future

DAY THREE

• What Business can learn about CX from the latest Trends in Smart Technologies
• Risks and challenges of Smart Technologies Implementation and Support
• Looking into the future – Artificial Intelligence and Social Engagement
• How to deliver great Client Experience and analyse Results
• Best praxis of international companies and lessons from them
• Your personal checklist and action plan upon Masterclass completion

What will you gain

The completion of this highly comprehensive and intensive Customer Experience training allows participants to:

• Know all the essentials and elements of the Digital Customer Experience
• Empower yourself to succeed in building great client experience principles
• Study ways to get inside consumers’ minds via smart technology tools
• Diversify skills and increase your professional power with prized knowledge
• Understand the underlying reasons as to why customer expectations are changing
• Learn how business can benefit from the present shift into a digital environment
• Explore technologies that can skyrocket your company to the leaders league
• Get the latest tactics and tips that enhance your work process and outcome
• Receive the newest views and perceptions on subjects you may struggle with
• Increase performance, efficiency and open new opportunities for your career growth
• Know the best praxis of the leading companies and insights on its implementation