Description
Ian Golding CX Framework in Collaboration with ECC Agile CX Implementation and Olga Potapseva
3rd and 4th October – 9am UK time to 4:30pm UK time
- What is customer journey management?
- Understanding our customer
- Importance of customer insight and understanding
- Creation and management of customer personas
- Customer journey mapping
- Current state
- Future state
- CX measurement
- VOC
- VOE
- VOP
- Prioritisation
- Addressing the priorities
- Traditional process improvement methodologies
- Design Thinking
- CX Agile execution
- Common challenges in project management today
- A comprehensive execution framework to achieve results, align with business objectives, and enjoy the process
- Practice 7 levels of agile CX approach to achieve speed, flexibility and stability
- Get comfortable with managing projects on monday.com
- Obtain a toolkit for modern teamwork techniques
- Tips to engage cross functional teams and sustain that engagement throughout project execution