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.
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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.
