Learn how to elevate your customer experience efforts by creating a dialogue between customers and the teams who impact the experience. The Level 1 course covers the following topics:
Introduction to Operational CEM: Learn about Operational CEM, a management methodology that aligns teams around the customer’s needs, accelerates learning, and continuously evolves a company’s activities to support profitable growth at scale.
Seeing Yourself as Customers Do: Organizations tend to see themselves through the lens of their own teams and processes. But that narrow view limits your organization’s ability to understand the customer and improve. Learn how to design an outside-in approach that creates a real-time dialogue between customers and internal teams.
Wiring the Customer into Every Decision: Getting feedback is meaningless if you don’t act on it, and a single team looking at the data isn’t enough. See how giving every team relevant information tailored to their specific needs will expand your entire organization’s ability to make decisions that improve the customer experience and your company’s bottom line.
Build on your skills from Level 1 and learn how to foster a culture of customer experience accountability that drives operational improvement and innovation. This course covers the following topics:
Driving Accountability at all Levels: In a customer-focused culture, every employee takes ownership for improving the customer experience. Learn how to accomplish this by aligning goals and responsibilities with a common vision centered on the customer. Then, leverage this focus by empowering all levels of the organization to respond to customer feedback, surface underlying issues, and share learning.
Innovating Continuously at Scale: As companies grow, they can lose the agility required to respond swiftly to changing customer needs. But this isn’t inevitable. Discover how companies can turn their size into an advantage and drive innovation at scale to adapt and stay ahead of the market.
Developing Your Action Plan: Develop an action plan to maximize the impact of Operational CEM in your company. If you already have a customer experience program, prioritize areas where you can improve your approach. If you’re just getting started, focus on identifying the most important practices that your organization needs to put in place.
Study when and where it’s most convenient, and save on travel costs. You will get access to our learning website with a downloadable participant guide, videos, interactive activities, and an instructor Q&A forum. Level 1 OCEM Certification is a required pre-requisite for Level 2.