The Customer Experience
Management workshop (CEM+)

An intensive two-day workshop designed for senior executives seeking new ways to improve customer loyalty and differentiate their brand. Our Customer Experience workshop is based on the latest research into how successful companies design and deliver a customer experience that provides unique competitive advantage. The workshop is tailored to your organisation and will provide you with an understanding of how to ensure customer loyalty through a differentiated customer experience.

Key topics include:

Customer experience research
We show you how to identify what your most profitable customers value and how to determine to what extent your current brand and customer experience meets these values.

Customer experience design
The Customer Experience Management+™ workshop will show you how to design a differentiated brand promise that provides value to your customers. We also help you identify the key customer touchlines within your company and then identify which of your processes, people and products need to be improved to deliver the desired customer experience in every interaction. We also tell you how to avoid the pitfalls and common causes of failure.

Creating the organisational capability to deliver and sustain the customer experience
We help you understand how your people, products, HR practices and internal processes can be better aligned to deliver a distinctive Customer Experience. And how you equip your people with the knowledge, skills and attitudes to deliver the brand.

Giving you the skills to create your own ongoing customer research
The Customer Experience Management+™ workshop will also show you how to develop ongoing customer research to keep track of the expectations, experiences and behavior of your most important customers.

See what one of the UK’s leading retailers had to say about the CEM+ workshop

The customer experience workshop was insightful and inspiring. We have a much clearer understanding of how we can differentiate our customer experience and deliver our brand in our European operations. Most importantly, we now have practical tools that we can use to engage our people and enable them to deliver the Phonehouse experience.

Richard Smelt. Group HR Director, The Carphone Warehouse

The Customer Experience Management workshop (CEM+)

Key topics include:

See what one of the UK’s leading retailers had to say about the CEM+ workshop

The Customer Experience
Management workshop (CEM+)