Design Thinking & Customer Experience Transformation

Design Thinking has been touted as the new strategic Holy Grail that will unlock new market share, wallet share and long-term relationships.  Many are chasing design-driven customer experience transformations; few have reached the promised rewards. 

Transforming your organization requires more than a technology silver bullet. It requires an enterprise-wide approach that considers changes in strategic planning, business processes, and culture and performance metrics. Only this level of holistic thinking will deliver a sustainable competitive advantage.

Design Thinking & Customer Experience Transformation will demonstrate proven principles and a roadmap you can use to:

  • Evaluate your organization’s strategic need for CX transformation
  • Look at your business from your customer’s perspective
  • Select improvement/innovation projects that will have the greatest impact on your success

Learning Objectives - You will learn how your organization can:

  • Assess how customer experience impacts strategy
  • Look at your business through the customer’s eyes
  • Understand the principles of design thinking in business
  • Identify business process changes that address your customer’s “moments of truth”
  • Deploy creative customer experience solutions
  • Make your culture more customer-centric

Target Audience - You will benefit most from this learning experience if you are a:

  • Senior leader considering CX/Design Thinking for your organization
  • Service/Product Line leader
  • Business Process Owner
  • Leader who owns the customer relationship
  • Customer Service leader or Customer Relationship Manager
  • Member of a strategic planning or marketing team

Course Outline:

  •  The Strategic Case for CX
    • “Happy” is not enough
    • Impact of CX on strategic goals
    • Value curves
    • CX Roadmap
  • Design Thinking
    • Who are your “customers?”
    • Defining the challenge
    • Improvement versus innovation
    • Prototyping the possibilities
    • Understanding moments of truth
  • Making CX Excellence Sustainable
    • Aligning the customer journey with your business processes
    • System and process mapping
    • Toward a customer-centric culture

There are no scheduled sessions at this time. Sign up to be notified when this course is available.

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