Elevating Customer Experience: From Touchpoints to Transformation
Location:
Phoenix
Start dates:
February 20-21, 2025
Fees:
$1,500
Overview
In today's hyper-competitive landscape, exceptional customer experience (CX) is the key differentiator. Thunderbird School of Global Management’s Elevating Customer Experience: From Touchpoints to Transformation is a two-day workshop that covers key aspects of CX and strategy, focusing on how innovation strengthens experiences and builds customer and brand loyalty. Participants will learn how to create a customer-centric journey across multiple touchpoints, and develop a cohesive multichannel roadmap for success.
Registration Information
| Certificate | Location | Date | Delivery type | Cost | Register |
|---|---|---|---|---|---|
| Elevating Customer Experience: From Touchpoints to Transformation | Phoenix, AZ | February 20-21, 2025 | In-Person, Online | $1,500 | Register |
Key Benefits
- Develop in-demand CX skills: Equip yourself with a valuable skillset to thrive in the customer-centric era.
- Craft winning CX strategies: Design and implement strategies that drive loyalty and retention.
- Map the customer journey: Understand and optimize customer touchpoints for maximum impact.
- Strengthen communication: Practice skills for effective and personalized customer interactions.
- Utilize analytical tools: Leverage data and insights to optimize your CX initiatives.
Who Should Attend?
- Marketing professionals: Enhance brand loyalty and optimize customer engagement.
- Customer relationship managers: Build stronger relationships and maximize customer lifetime value.
- Sales professionals: Differentiate your offerings and close more deals through superior customer service.
- Entrepreneurs and startup founders: Acquire new customers and create a dedicated customer base.
Topics
The program will use presentations, small group discussions, and case studies to cover the following topics:
Customer Experience
- The customer experience as part of customer-centricity.
- Customer satisfaction, customer loyalty, brand loyalty.
- Customer journey mapping and identifying multiple touchpoints.
- Identifying customer KPIs.
Customer Experience Strategy
- Understanding consumer behavior, developing the customer’s vision, customer feedback channels, and emotional association with customers.
- Differentiating between customer service and customer experience.
- Use of analytics: Net Promoter Score (NPS).
Role of Innovation in Customer Experience
- Use of customer experience software and marketing automation.
- Tools and technologies and analytics.
- Use of communication channels, social networks, and social media marketing.
- Virtual customer environment.
Challenges in Customer Experience
- Dealing with demanding and difficult customers.
- Customer experience as a differentiator.
