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About the Customer Experience Bootcamp

This bootcamp will summarize the guidelines of the six customer experience disciplines while maximizing the benefits in a practical way. The obtained knowledge will be used as guiding principles for setting up a successful customer experience excellence practice. This course is also ideal for practitioners who are planning to become Certified Customer Experience Professionals (CCXP).

The Six Disciplines of Customer Experience Management

1

Customer Centric Culture

2

Organizational Adoption & Accountability

3

Experience Design & Improvement

4

VoC, Customer Insight & Understanding

5

Metrics, Measurements and ROI

6

Customer Experience Strategy

About Certified Customer Experience Professional (CCXP)

The Certified Customer Experience Professional (CCXP) exam is the only industry wide, standardized credential for CX practitioners to demonstrate their expertise and accomplishments in the CX field. The CCXP is established by the Customer Experience Professionals Association (CXPA), a non-profit independent association organizing and standardizing the discipline of customer experience. Learn more about the CCXP.

The Bootcamp Agenda

Day 1

1. Setting the CX Scene

The importance of the customer
Product and service development lifecycle evolution
Understanding the evolution towards the age of customer
Defining the CX practice and supporting frameworks
Developing a customer focused attitude

2. Customer-Centric Culture

Cultivating a customer-focused mindset
Driving employee engagement and involvement
Outside-In concept and its applications
Aligning business goals with customer-focused culture

3. Experience Design & Innovation

Use iterative ideation and prototyping (e.g., design thinking) to engage customers and employees in the co-creation of innovative experiences
Identify inter-dependencies across people, process and technology that impact design of the customer experience
Developing Customer Personas
Understand the customer lifecycle and all its stages
Understand “Touch Points”in the overall service map/process of the organization. “Moments of Truth” and “Coffee Stains”
Mapping the Customer Journey and the CX Blueprint

4. Voice of Customer, Customer Insight and Understanding

Different approaches to measuring customer experience (e.g. Net Promoter, CSAT, Customer Effort, etc.)
Qualitative and quantitative research methods
VOC analytical tools and methodologies
Best practices for designing and implementing a VOC program

Day 2

5. Customer-Centric Metrics and Measurements

Identify key Customer Focused metrics for tracking experience
Develop framework for improved experiences and business outcomes
Analyze and interpret results to derive customer insights and performance trends and build transformation roadmaps
Quantify business value and ROI of investing in customer experience

6. Organizational Adoption & Accountability

CX in the organizational structure and its interaction with the different functions in the organization
Engage employees in co-creating CX initiatives and improvements
Introduce new processes and tools to improve customer experience

7. Designing a Sustainable Customer Experience Strategy

Conduct customer centric gap analysis and prioritize improvements
Drive customer centered process improvement methodologies
Draft a customer focused strategy, based on findings and learning’s of previous modules, linked to overall corporate objectives, and aligned with the organization’s brand values and attributes
Develop experience principles and specific employee behaviors and interactions that reflect brand values and organizational mission
Articulate the operating plan, investments, and tactics for programmatic components of the customer focused strategy

8. The way forward and about becoming a CCXP

Assess your personal CX strengths and weaknesses
Setup your plan for leading the CX turnaround in your organization
Understand the process of applying for the Certified Customer Experience Professional (CCXP) exam
Set your expectations for the exam day (Sections, questions and hints)

Your Top 10 takeaways:

Understand the 6 competencies of the customer experience discipline
Develop a holistic Customer Experience Ecosystem
Learn about major trends and best practices in the CX field
Get hands on practice on CX Design Methodologies
Identify your personal and organizational CX capability gaps
Learn the hacks needed for a sustainable CX turnaround
Develop your plan for leading the CX turnaround in your organization
Ensure one to one coaching for passing the CCXP exam
Get access to upcoming CX and Digital thought leadership
Be one of the early endorsed CX movers...

Your Authorized Resource and Training Provider

Mohamad El-Hinnawi, CCXP

One of eight globally Authorized Resource and Training (ART) providers for Certified Customer Experience Professionals (CCXP), a world renowned certification by the Customer Experience Professionals Association (CXPA), and currently serves as a member in the 2016 CXPA Mentors Program.

Mohamad is a seasoned and endorsed Advisor and Consultant, focusing on research, development, training and delivery of Customer Experience and Digital Transformation Strategies, Voice of Customer programs, Customer Journey Mapping, Channel Optimization and Design Thinking and Innovation.

He has many publications on the topic of Customer and Digital Experience on designated platforms like CXPA Blog, Customer Think, Customer Value Creation Blog and CXM.world and he is a regular speaker in regional and international conferences.

More about Mohamad...

Selected testimonisals

Mohammad Aziz
Senior Manager of Customer Experience, Zain Sudan

Simply, the advanced Customer Experience Management program was awesome! 5 days of an enriching CX content, Mr. El-Hinnawi have an outstanding facilitation/training skills combined with unmatched competency as an advisor in the state of customer experience; I do recommend Mr. El-Hinnawi for any company looking for developing customer-focused leaders, increasing the contributions of CX to the business and building organization capabilities that reinforce firm brand identity and reputation.

Akram Raffoul
Executive Board Director, Jacobsons Direct Marketing Services, LLC

Mohamad has an advanced exposure to and understanding of customer experiences.
The Arab world lacks minds like Mohamad who represent a strategic knowledge bank at a time when the telecom industry needs to develop alternative to voice revenues banking on monetizing improved customer experiences and developing relevant customer journey maps.

Figures and Fees

Venue: Radisson Blu, Dubai Media City, Dubai, UAE

Dates: September 24th and 25th, 2017

Time: 9:00 am - 5:00 pm

Maximum participants: 20

Ticket price*:

Regular ticket: $975

*Ticket prices include training material and toolkits, lunch, coffee breaks and refreshments for two days.

Terms & Conditions

Registration

Disclaimer: The material covered during the course will prepare customer experience professionals to sit for the CCXP exam. A separate application need to be filed with the Customer Experience Professionals Association (CXPA). The course will provide highlights on the application process and on how the exam works. Professionals can sit for the exam after finalizing the application and choosing a testing location at one of the ISO Quality Testing Centres.