Facilitate Customer-focused Approach
Important: This workshop is restricted to 8 participants (two work groups) due complexity of the practice content.
Who should take this course?
If you want your company to be customer-focused, improve organic growth,
develop features/services that are worth developing, have better metrics,
reduce churn - this workshop is for you.
This workshop offers you a tool that helps align all teams concerned with
customer outcomes: product teams, sales/customer care teams, marketing...
Description
Important: This workshop offers you a unique Customer Experience (CX) mapping framework that should be
shared though the company.
The framework will help you create company-wide focus on customer outcomes and
business objectives. Additionally, every product/service related team
can understand their contribution to the customer outcomes and business goals.
Content
- Initial orientation: value proposition, user/persona, JBTD, customer experience
- CX Mapping framework components part I
- Exercise: practice CX Mapping part I
- Break
- CX Mapping framework components part II
- Exercise: practice CX Mapping part II
Each topic is followed by a discussion.
Outcomes
The participants are well practiced in usage of the CX mapping framework.- Participants are able to construct valuable metrics
- Participants are able to observe customer behavior
- Participants are able to create company-wide focus on business objectives vs customer outcomes
- Practice tool: CX Map
Terms and Conditions
Customer(Organization and course participants)
Minimum number of participants per course: 1.
Maximum number of participants per course: 8.
Registration is binding.
If a participant cannot attend the course, another person can take their place.
If cancellation is made less than 14 days before the course starts, we will charge 50% of the course fee.
Only participants who sit out the whole course will receive a certification of attendance. Participants who experience internet/power outages or poor streaming quality from their side: they cannot fully participate in the course, and join group work. They will be asked to leave the course and will not receive a certification of attendance. For those participants a new course should be purchased, with new date available.
Participants who leave the live course before it ends will not receive certification.
Trainer, Technology, and Unforeseen Events
If a trainer does not show or cancels the course, paid price reimbursement is 100%.
LX Futures does not take responsibility for internet/power outages, poor streaming quality, crashed software p. a. Zoom/Miro, sudden evacuation, fire drills, or natural disaster - as they are third party services and unforeseen circumstances.
If the course is interrupted by failed third party services the course will continue as soon as possible.
If the course is interrupted by failed third party services and LX Futures cannot continue on the same day: a new date for continuation can be planned with the customer, monetary reimbursement is 0%. If the participants covered more than 64% of the course before interruption they will be provided with the certification of attendance, and the course will not continue on another day.