This is a strategic course designed for professionals seeking to underscore the importance of customer experience (CX) through quantifiable data. In this critical one day program, participants will delve into the art and science of compiling a compelling business case for CX initiatives, powered by robust metrics and a comprehensive CX scorecard.
This course aims to equip CX professionals with the skills to effectively track, analyse, and communicate the return on investment (ROI) of their CX efforts, thereby securing buy-in and support from key stakeholders within their organisations.
By the end of this course, you will:
- Understand the significance of ROI questions and how to address them confidently.
- Master the measurable aspects of customer experience, debunking myths that CX impact is unquantifiable.
- Learn to engage stakeholders effectively in discussions around CX metrics and measurements.
- Set realistic, achievable goals that align with your organisation's strategic objectives.
This course directly confronts common challenges faced by CX professionals, including:
- The daunting task of justifying CX initiatives to financially-focused stakeholders, like CFOs.
- The misconception that customer experience efforts are not quantifiable.
- The excessive time spent defending the value of CX efforts instead of enhancing customer experiences.
Date: 9 July 2024
Time: 9 AM - 3 PM (GMT+2)
BrandLove is a leading provider of transformative learning experiences that enable individuals and teams to represent their brand with excellence and deliver exceptional customer experiences.
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