Training solutions
Helping organisations build successful and award-winning CX capabilities and skills
Customer Experience is an art and a science, which requires an expert and balanced combination of strategic thinking, intuition and grounded methodologies and techniques. Delivering a great customer experience does not happen by miracle or chance, but is the result of a carefully designed and managed approach, translated into brand-aligned customer journeys and customer-centric organisational capabilities and culture.
The Customer Experience team is the driving force and guardian of all this, and requires skilled and expert people to optimise the results.
All training is designed and delivered by Manuela Pifani, a multi-award winning and CCXP qualified CX professional awarded the coveted title of 2015 UK Customer Experience Professional of the Year. Leveraging her client-side leadership experience and her exposure to a large variety of consulting and academic models and frameworks, she has developed her own personal perspective and approach.
This is reflected in a series of proprietary Masterclasses and training mudules, designed to help you build your and your team's CX skills and capabilities. Courses are built on a modular basis to be adapted to individual organisational needs and maturity stages to supercharge the impact of your customer experience initiatives.
“Manuela’s personality and deeply engaging style make her training sessions a great learning experience. Her common sense and practical examples from years of experience in the field are a key differentiator and her training sessions are something I would recommend to anyone who wants to invest in customer experience.”
“Manuela worked with my Customer Experience Practice to share her extensive experience about how to develop a customer strategy, establish a transform programme and deliver customer centric change. The frames, content and her experience gave us some invaluable take-aways that we can start to adopt and deploy with our clients going forward.”
Examples of training courses and modules available
Customer Journey Mapping, Design & Transformation
Objective: Understand and practice different customer journey mapping methodologies and approaches and the key components for effective end-to-end management. Learn how to use customer journey maps to design the target customer experience and drive change and accountability across the organisation.
Modules include:
Mapping methodologies
Customer journey map components
Customer needs and motivators
Capability & performance assessment
Designing target experiences
Driving change and transformation
KPIs and CX measurement
Accountability and improvement
Voice of the Customer, CX Measurement and Insight
Objective: Understand different Voice of the Customer methodologies and how to generate customer insight, without falling into its pitfalls. Practice how to create an effective CX measurement framework and use it to inform CX design and transformation and drive alignment and accountability across the organisation.
Modules include:
VoC methodologies and pitfalls
CX measurement framework
CX metrics and reporting
Rational and emotional drivers
Generating effective insight
Driving priorities and change
Driving cultural transformation
KPIs and accountability
CX Organisational Fitness and Customer-Centricity
Objective: Understand the 8 essential components and 5 maturity stages of CX and Organisational Fitness . Assess your own CX capabilities and maturity state and identify the key levers you can pull to embed customer-centricity in the DNA of your organisation in a sustainable and value creating way.
Modules include:
CX Organisational Fitness Model ©
CX Organisational Fitness Check ©
Strategic CX components
CX capabilities
CX maturity states and drivers
CX fitness planning and improvement
Driving customer-centricity
Customer Strategy & Design Thinking
Objectives: Understand and practice different customer strategy and design methodologies and approaches, including Design Thinking. Learn how to use the customer strategy to align the organisation behind a consistent and differentiated CX.
Modules include:
Customer Strategy inputs
Customer Strategy components
Methodologies and approaches
Design Thinking techniques
Using the customer strategy
Embedding the customer strategy
Executive-level CX Masterclass
Objectives: Understand the role of the executive board in driving customer-centricity across the organisation, and the pitfalls and opportunities you have to support the creation of business value through a clear CX focus. Ideal for delivery at Exec off-sites.
Modules include:
Importance and role of CX
The ROI and value of CX
The role of the Executive Board
Maturity stages and opportunities
Driving customer-centricity
Organisational implications
All training is designed and delivered by award-wining and CCXP certified Manuela Pifani.