Course Details

Course overview

Contemporary trends in the business environment dictate that we must place customer experience as the top priority of any successful business strategy. To make sure such priority is set properly, company management has to be certain that all clients’ interactions with your company are seamless and smooth. This becomes possible only by following the principles of Customer Experience (CX) Perfection.

Every modern manager and CEO has to ensure that CX is introduced and successfully executed by the entire organization. To achieve this, the larger picture of all central elements of modern CX must be seen. Our course provides far-reaching knowledge on Client Experience and vital principles of CX Management. It provides skills in how to evaluate and proceed with implementation of the best principles of Customer Experience and perform the necessary structuring or restructuring at minimum cost and time, allowing you to achieve the best CX outcome and become an industry leader.

Change your vision of CX and expand your knowledge as a CEO on various topics. These include:

• Knowledge of the true expectations and wants of your clients
• Impact of HR strategy and decisions on the company’s overall success
• Best tactics to pursue to provide an excellent Digital experience
• Skills for establishing the most appropriate contemporary CX standards
• Insights on present and future Customer Experience developments

Course content

DAY ONE

• Essentials of Modern Customer Experience and its prevailing significance
• Your key Role as CEO in the delivery of outstanding Consumer Experience
• Understanding your Clients: Defining and Meeting their Needs and Expectations
• Customer Experience Management (CEM) – true meaning and guiding principles
• Top guiding principles that every Manager must follow in modern realities
• Revealing reasons and consequences of changes in clients’ Expectations

DAY TWO

• Structuring the Customer Experience according to your particular Business Type
• Defining and setting the right CEM Performance Benchmark for your company
• CX Management best Practices to design and achieve top Service Standards
• Duties within Human Resources Management for provision of Excellent Service
• Importance of a flawless Digital Experience – how to provide and best praxis
• Forecasts for the Digital Client Experience and Smart Technologies

DAY THREE

• Key role of CEO in developing and applying Standards for CX Excellence
• Managing company’s achievement and sustainment of CX Success
• Applying the methods of evaluating your services from the Client’s Perspective
• Common Risks and Challenges on the way to a great Consumer Experience
• Examples of International Companies that deliver a perfect Customer Experience
• Analysing Business Cases and designing your own post-course Action Plan

What will you gain

In this Atton Institute course you learn how to:

• Lead your company to the top via the successful implementation of outstanding CX
• Identify strategies and steps for seamless Customer Experience Management
• Recognize the reasons for changing client expectations and how to deal with it
• Upgrade the processes of your company to the obligatory level of modern CX standards
• Develop a clear structure of CX measurements that perfectly fits your organization type
• Study strategies to create an amazing customer experience internally and externally
• Build and manage a professional team which is capable of consistently delivering great CX
• Reveal potential pitfalls and know the tactics on how to prevent them
• Master ways to achieve, maintain and control the best stable performance
• Enhance your overall CEO skills and abilities to better manage your team
• Know the best international practices and apply then in your work place