Customer Experience at a glance
The Customer Experience course is designed for people who want to learn a customer experience (CX) change framework and cover a range of techniques to help transform their organisation’s ecosystem.
21 PDs / CDUs
You will learn:
Why Customer Experience
In the age of digital transformation, it has become critical for an organisation to transform its existing processes, using innovation and technology, to offer engaged, responsive customer experiences.
Based around a standard customer experience (CX) framework, this course will teach you a range of techniques to help transform your organisation’s customer experience ecosystem – including understanding the customer experience values, listening to the ‘voice of the customer’, measuring an organisation’s level of customer experience maturity and designing and implementing a transformed customer experience.
Key areas of the course include analysing the organisation’s view of CX, customer gains and pains, personas, touchpoints, customer journeys and organisational maturity.
Here’s a brief overview of the six modules
To give you more of an idea of what you’ll learn and how the course will help you, here’s a quick guide to the three days.
When and where it’s happening
Frequently asked questions
Is this course for me?
Customer Experience is particularly relevant for business analysts, operations & customer service managers and staff, project managers, business change specialists, system design professionals and anyone who is involved in business transformation.
How is the course delivered?
BCA courses are facilitated by industry experts, who will use their extensive experience of working with customers to illuminate and clarify this important subject.
What materials are provided?
A comprehensive course manual is provided and the course can be tailored to reflect the emphasis required by the customer.
How is my learning assessed?
The course presents a realistic case study that allows you to practice applying the techniques covered. There is no examination.
Is this course accredited?
This course is endorsed by the International Institute of Business Analysis (IIBA®), and is aligned with version 3.0 of A Guide to the Business Analysis Body of Knowledge® (BABOK® Guide™).
What recognition will I achieve?
The Customer Experience course is endorsed by the IIBA earning 21 Professional Development Hours (PDs) and Continuing Development Units (CDUs).
Still have a question?
Get in touch with one of our course consultants who can discuss the suitability of this course and advise whether it is the right choice for you.
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