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
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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:

  1. Understand the 6 competencies of the customer experience discipline​
  2. Develop a holistic Customer Experience Ecosystem
  3. Learn about major trends and best practices in the CX field
  4. Get hands on practice on CX Design Methodologies
  5.  Identify your personal and organizational CX capability gaps
  6. Learn the hacks needed for a sustainable CX turnaround
  7. Develop your plan for leading the CX turnaround in your organization
  8. Ensure one to one coaching for passing the CCXP exam 
  9. Get access to upcoming CX and Digital thought leadership
  10. 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.
Ahmad Kassem
Manager of Customer Experience, TE Data
​I had the chance to attend “Advanced Customer Experience Management” training with Mohamed , Mohamed is a very knowledgeable trainer that has an easy & smooth way in delivering the required knowledge in addition to his hands-on experience as a CX practitioner which definitely adds a lot of value to the training program as well. He’s very flexible , he managed to squeeze the delivery of the training program to suit to our time constrains while maintaining world class delivery. I’d definitely recommend Mohamed to organizations that are looking to uplift their calibers’ CX skill-sets & I wish him continuous success as one of the authorized CCXP trainers across the globe! ​
Arvind Shekar
Deputy Production Director, Fleming
I had the opportunity to work with Mohamad in 2 of my projects. I admire his professionalism and his dedication towards his work. He lead a CX workshop for a set of senior representatives from Saudi and it was very well received by the participants and the participants had valuable takeaway from his workshop. He recently Chaired a 2 day international conference on Call Center Transformation and he was instrumental in building a good experience for the the attendees. He is a very knowledgeable person and great to work with.. Looking forward for more opportunities. ​
Codin Caragea
Head of Customer Experience, Bank Muscat
I had the pleasure to work with Mohamad during the CCXP training sessions he delivered in Bank Muscat to more than 60 people. 

He is a passionate advocate of customer-centricity and combines diligently the CX theory with extremely practical examples in order to deliver the right messages to different categories of audience. 

He supported our CX team members to build strong competences and had a very positive feedback from all the trainees across the bank. 

​I strongly recommend Mohamad as a highly professional CX certified trainer to any company who is on a journey on designing and implementing a CX program.
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: TBD

Dates: TBD

Time: 9:00 am - 5:00 pm

Maximum participants: 20

Ticket price*:
  • Regular ticket: $1,150
*Ticket prices include training material and toolkits, lunch, coffee breaks and refreshments for two days.

Terms & Conditions

    Please register your interest
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.
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