Voilà Hotel Bagatelle
17th - 18th November 2022
Today's leading businesses know that winning in the experience economy, understanding that their customers are the innovators of their business
and that customer-centricity are key success factors to provide
one brand experience across multiple touchpoints.
Customer Experience (CX) can no longer be on the bottom of the priority list
in the digital age. This course is designed to teach you how you can incorporate
leading customer experience practices from CX trends, starting a CX Program,
the tools, methods, techniques and strategies to set your business up to success.
Module 1: Experience Economy
Module 2: The trends and state of CX
Module 3: The art of creation starts with destruction
Module 4: The Customer Experience Economy
Module 5: Cracking the consumer behaviour code
Module 6: The CX abyss
Module 7: CX ecosystem
Module 8: Channel Integration
Module 9: Decoding the 5 touch points online and offline
Module 10: Winning & losing customer experience journeys
Module 11: Overview of a collection of data & the technology landscape
Module 12: The 8 pillars of the infinity CX Strategy Framework
Module 13: Innovation Interventions & Customer Observation
Module 14: Persona design
Module 15: Customer journey and empathy mapping
Module 16: Identifying friction points & the moments of truth
Module 17: Fundamentals of CX Innovation design
Module 18: 3 types of CX Team programs
Module 19: Case studies
By the end of the course, you will be able to develop a good understanding of fundamentals of CX and prioritise
the CX Strategy framework to develop and maintain a clear roadmap
to improve the overall brand experience across multiple touchpoints including how to identify customer signals and voice of the customers.
Structured to be highly interactive, practical & participatory,
packed with group exercises roundtable discussions, videos, case studies
& simplifies complex topics in a non-geeky way.
WHO SHOULD ATTEND:
Marketing and Brand Teams, Leadership Development, Innovation Teams, Administrative Staff, Social Media Managers, Client Service Staff,
Client Service Leadership Teams, Communication Specialists, Digital Marketers,
C-Suites, Advertising Agencies, GMs, Head of Functions, Consultants,
Content Specialists, Online Marketers, CX and UX Teams, CRM and Loyalty Teams.
Carmen Murray is the CEO of
CARMEN MURRAY COMMUNICATIONS,
a leading Modern Marketing Services company
that applies robust approaches to help businesses become Future Fit™. She is the exclusive representative of The Connected Marketer™ in Africa.
Murray currently serves on the Professional Body of Digital Practitioners in South Africa.
In 2019 she was recognized by Meltwater
as one of the top women in tech, Africa.
Her unique spark and personality have made her
one of Africa’s most sought-after speakers.
She’s spoken at over 140 events in 20 countries.
Carmen is the 2019 IAB Bookmarks
Black Pixel Winner (Digital).
FEES AND REFUND
Rs 20,000 per participant.
Course is MQA approved and company sponsored participants
can get a refund up to 75% from HRDC.
Fees include lunch and tea breaks for both days.