A positive customer experience hinges on the effective design and delivery of products and services to customers, executed efficiently and seamlessly. This module expands the discussion to include the internal mapping of client processes, examining the touchpoints between departments and all channels impacting the customer experience, such as websites, phone calls, and direct interactions.

Introduction

Indicative Content:

At the end of the workshop, delegates leave with:

At the end of this Customer Experience module, participants will understand how to design and deliver products and services for a positive customer experience. They will explore internal client process mapping, identifying key touchpoints across departments and channels. The first module covers integrating People, Process, and Technology (PPT), including customer journey mapping and case studies. The second module examines emerging trends like personalisation and AI. The final module focuses on necessary changes in PPT, encouraging participants to create actionable plans for continuous improvement and innovation in enhancing customer experiences.

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