1. INTRODUCTIONS AND EXPECTATIONS

2. CX AS A TOOL FOR TRANSFORMATION
• Evolution of the organisation’s CX maturity
• Why it’s important
• Commercial benefits of CX

3. CUSTOMER STRATEGY
• Customer Strategy Examples
• Customer Experience Frameworks
• Evaluating your customer strategy

4. WHO ARE YOUR CUSTOMERS?
• Creating customer personas
• Using personas to influence

5. CUSTOMER EMPATHY
• What is empathy and why is it important?
• How to think like your customers think
• The role of storytelling

6. CUSTOMER JOURNEY MAPPING
• The principles of mapping customer journeys effectively
• Keeping it simple and actionable
• Prioritising the most important things

7. CUSTOMER EXPERIENCE MEASUREMENT
• Measurement principles
• Aligning the voices of your customers, people and processes
• Know what your priorities are

8. CUSTOMER EXPERIENCE  IMPROVEMENT
• Driving demonstrable change
• Cost Out – Experience In!
• The importance of process improvement methodology – Lean Customer-centric culture
• Characteristics of customer-centric organisations
• What should customer-centric leaders be doing?
• Employee experiences

9. ACTION PLANNING
• For you personally and your organisation
• A framework for managing what happens next
• Keeping up the momentum