Customer Experience Design and Management

What will participants get out of this program?

Through this program, participants will develop skills aimed to design and deliver positive customer experiences through strategic guidelines that encourage satisfaction, repeat purchases, and recommendations.

They will learn to use the tool Blueprint, which helps identify the main visible and invisible actions of the customer, and learn to manage the Xperience Model methodology, which analyzes and compares current situations with the ideal experience, with the goal of providing high quality standards to customers.

Who is this program aimed at?

Vice presidents, directors, managers, and executives in customer service, marketing, sales, and commercial areas whose mission is to implement a strategic service management model and learn how to guide an advanced management model in organizations through hands-on practice

Start Date and Duration

Date: November 26, 2015

Duration: 24 hours

Schedule

Thursdays and Fridays from 9:00 a.m. to 6:00 p.m.

Saturdays from 8:00 a.m. to 5:00 p.m.

Program Objective

To understand the behavior, tastes, and preferences of customers, analyze what they value most during their experience, and then design an experience that surprises.

Methodology

Different topics are looked at through experiential teaching strategies and hands-on workshops, which allow for greater understanding and application of the concepts that are shared.

Program Modules

  • Customer Knowledge and the Competition
  • Training and Involvement of Collaborators
  • Customer-Business Interaction Channels
  • Identifying the Attributes that Customers Value Most
  • Creation of Real Blueprints
  • Identifying Delays, Risks, and Problems
  • Bogotá