Courses - Customer Experience Management Method

In the face of rapid business change often driven by customers, the survival and growth of your organisation is dependent on how customers feel, perceive and talk about your brand. Every day, your organisation interacts with customers and delivers experiences. How can you set your brand apart from your competitors and win the affections of your customers? How do you build your organisation’s eco-system consisting of people, process and technology to work holistically and deliver positive customers’ experiences that will result in loyal customers who rave about your services? How do you build a trusting relationship with your customers? Research has shown us that successful organisations are increasingly embarking on a customer-centric journey to sustain growth.

In partnership with The BP Group and IQbusiness South Africa, HIQ Learning Services is pleased to introduce BP Group’s Customer Experience Management Method (CEMMethod®) to meet your organisations’ need for customer-centricity. The CEMMethod® is an ‘Outside-In’ approach to designing businesses from a customer perspective. It is holistic, fast and practical in nature and includes diagnostic, ideation and design of customer experiences that balance business and customer objectives.

The BP Group is founded by Steve Towers, a global thought leader in customer-centricity and process excellence. With a network of global partners to deliver coaching, training and consultancy in CEMMethod®, Steve’s vision is to make transformations a reality for clients and reap the benefits of improved service, lower costs and higher revenues.

IQbusiness South Africa is the largest independent management consulting firm in South Africa with over 20 years of international and local experience. IQbusiness accredited facilitators in CEMMethod® will facilitate the hands-on method and share how it is used by successful organisations all over the world.

Want to know more? Send through your questions, or find out how you can bring these courses to your business, by emailing us at hiqls@iqgroup.com.au.

Certified Process Professional (CPP) – Master

Workshop Overview:

Learn how to utilise over 50 new tools and techniques within the CEMMethod® in an innovative experiential learning environment. Uncover dramatic customer experience improvements within hours. The CEMMethod® can be used independently or can be integrated with existing methods such as Lean Six Sigma, Business Process Management / Re-engineering and Customer Experience Management. Participants will learn how to assess and design processes that will release significant costs, improve service dramatically and grow revenue.

Duration: 4 days Interactive Workshop

Location: Melbourne

Upcoming Dates: October 29th-November 1st. Enrolment closed for June 25th-28th.

Target Audience: For Senior Change Leaders, Operational Managers, Project Managers, Business Analysts, Process Analysts / Engineers, Change Managers, Quality Managers, Capability Managers, Customer Service Leaders, Continuous Improvement Specialists

Workshop Outcomes:

  • Coached by an Accredited CEMMethod® Facilitator covering levels 1 – 5 of the CPP Program
  • Certification is competency-based, evaluating competency through the practical application of the concepts during the workshop, ensuring you have the skills to deliver customer centric process improvement
  • Over the course of four days, delegates will learn the CEMMethod® and understand how to apply it. The course covers the theory of the methodology as well as many practical exercises based on relevant case studies.
  • Tools are introduced and utilised to ensure that the method is understood and applied. Used successfully, the methodology will exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean.

At the end of the 4 days workshop, participants will receive a globally recognised Certified Process Professional Master Certification accredited by The BP Group.

Price: $5,200 + GST

Level 1 – Introduction to Customer Centricity Outcomes

·       In this module, you will learn about the key concepts of customer centricity and the history of Business Process Management as we understand the links between process and Customer Experience.

·       Once completed, you will be able to define the scope of the process from a customer perspective, using the ‘Outside-In’ Strategic Matrix (OISM) tool, and distil the Successful Customer Outcome, using the Successful Customer Outcome Canvas (SCOC) tool.

Modules

·       Customer Centricity and the Enlightened Customer

·       Need vs Want

·       The business case for customer centricity, namely the ‘Triple Crown’: simultaneous increase in revenue, reduction in cost and improvement in customer experience.

·       Redefine your business objectives from an ‘Outside-in’ perspective

·       Distil the Successful Customer Outcome

·       An understanding of the history of Business Process Management

·       Understand the relationship between Business Process and Customer Experience

·       Understand the effect of organisational silos

Level 2 – Customer Experience Design Techniques Outcomes

•       In this module, you will learn the method for rapid current state process mapping, and perform key process diagnostics for customer centric improvement.

•       Once the diagnostics have been completed, you will learn how to design a future-state process that will improve service, increase revenue and reduce cost, and determine the action plan to get there.

Modules

•       Understand why the business process and customer journey are designed and mapped together

•       Rapidly map a current state (as-is) process

•       Understand Process points of failure (key process diagnostics), namely Moments of Truth, Handovers, Business Rules; and perform process diagnostics on the as-is process

•       Calculate the Point of Failure factor

•       Brainstorm potential improvement actions, assess and prioritise options

•       Design a To Be process

•       Develop a high-level action plan

•       Presentation preparation, feedback and critique: how to present your solution to senior stakeholders in a concise manner, focusing on issues with the current state, opportunities for improvement in service, increase in revenue and cost reduction, and high-level outline of the proposed solution.

 

Level 3 – Innovation Outcomes

•       In this module, you will learn how to drastically improve a process / product and innovate using the Customer Experience Innovation method.

Modules

•       Changing Paradigms

•       Process Scoping & Successful Customer Outcome Definition

•       Applying the Innovation Formula to Moments of Truth to achieve dramatic results

•       Assess and prioritise innovative improvement actions to achieve the triple crown

•       Develop a high-level action plan

•       Design a To Be process

•       Presentation preparation, feedback and critique: how to present your solution to senior stakeholders in a concise manner, focusing on issues with the current state, opportunities for improvement in service, increase in revenue and cost reduction, and high-level outline of the proposed solution.

 

Level 4 – Performance Management Outcomes

•       In this module, you will learn how to ensure that processes are aligned to business and customer outcomes as well as measure and manage business and process performance using a variety of tools and dashboards. You will also be able to determine the organisation’s change readiness level, and determine key focus areas for organisational change.

Modules

•       Customer Centric Performance Management

•       Alignment to the Successful Customer Outcome (Process Performance Landscape)

•       Customer Lifecycle Management

•       Risk Management

•       Dashboards

 

Level 5 – Digital Capability Outcomes

•       In this module, you will learn why technology should be driven by experience design, and how to determine system capability requirements (or an Agile Product Backlog) from the Process Performance Landscape.

Modules

•       Digital Disruption

•       Digital Integration

•       Identification of digital capability to enable a Customer Experience design

 

 

Accredited Customer Experience (ACX) – Master

Workshop Overview:

The ACX certification course provides a strategic focus to professionals who will influence and be accountable for the organisational-wide customer experience maturity, culture and alignment to strategic objectives.

Duration: 4 days Interactive Workshop

Upcoming Dates: November 5-8th. Enrolment closed for July 2-5th.

Location: Melbourne

Target Audience: For Senior Executives, Operating Managers, Customer Service Leaders, CX Executives, Process leaders and Owners, Resource Managers, Members of Customer Experience design teams and program management offices, Business analysts, Systems analysts, Six Sigma certified professionals, Lean Experts, Agile Professionals, Functional Managers, Key Front-Line personnel, and everyone else with a stake in getting the most out of customer-centric thinking and practice.

Workshop Outcomes:

  • Coached by an Accredited CEMMethod® Facilitator covering levels 1 – 5 of the ACX Program
  • Certification is competency-based, evaluating competency through the practical application of the concepts during the workshop, ensuring you have the skills to deliver customer experience improvement
  • Over the course of four days, delegates will learn the CEMMethod® and understand how to apply it. The course covers the theory of the methodology as well as many practical exercises applied to your specific business challenges.
  • Tools are introduced and utilised to ensure that the method is understood and applied

At the end of the 4 days workshop, participants will receive a globally recognised Certified Accredited Customer Experience (ACX) professional accredited by The BP Group.

Price: $5,500 + GST

Level 1 – Customer Categorisation Outcomes

·       In this module you will develop an understanding of ‘Outside-In’ thinking and define customer categories based on needs.

Modules

  • Understand customer types and categorise them based on needs.

·       Redefine your business objectives from an ‘Outside-In’ perspective

·       Distil the Successful Customer Outcome

 

Level 2 – Customer Lifecycle and Customer Performance Landscape Outcomes

·       In this module you will build on the level 1 exercise and define the full customer lifecycle of a priority customer category.

·       Expanding on the lifecycle identified, a customer performance landscape will be developed to understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.

Modules

·       ABACUS lifecycle model and As-Is mapping of a customer lifecycle

·       Define a To-Be lifecycle model

·       Define the activities, outputs, business and customer outcomes using the customer performance landscape

·       Identify rewards and mindsets required to deliver on the to-be lifecycle

 

Level 3 – Customer Experience Maturity, Rating and Dashboards Outcomes

·       In this module you will understand the broader customer experience ecosystem, i.e. the habits and habitats of a customer centric organisation.

·       You will understand, assess and derive an action plan related to the 10 key elements that are associated with mature customer centric organisations.

·       In addition, understand key information that should be identified and maintained on a dashboard in order to enable the tracking and management of CX change

Modules

  • Analyse the organisational maturity and readiness for customer centric change.

·       Develop a dashboard to track and manage CX change.

 

Level 4 – Customer Experience ABC (Attitudes, Behaviours and Culture)

Customer Experience Teams and Structures

Outcomes

·       In this module you will focus on the human aspects of customer experience by understanding attitudes, behaviours and culture required to drive the desired customer experience.

·       Review organisation structure and re-align roles and relationships to the deliver successful customer outcomes

Modules

·       Attitudes, Behaviours and Culture

·       Develop an organisphere (organisation model) to support the To-Be lifecycle designed during level 2

 

Level 5 – Customer Experience Management Office Outcomes

·       In this model you will be introduced to a framework for a CX management office that can be implemented in an organisation to drive customer centric transformation.

·       Develop an understanding of how to establish and manage a six-month organisational program to upskill, plan and roll out CX organisational change

 

Modules

·       CX management Office definition, requirements, structure and functions

 

Register Your Attendance:

MEET THE FACILITATORS:

Lizette Akker

Lizette Akker

Lizette started her career in the Financial Services Industry in 1994, and has since gained over 20 years’ experience across a diverse range of organisations and industries.

Lizette is passionate about Customer Experience and the ‘Outside-In’ philosophy, and has led numerous training, coaching, facilitation and consulting engagements using a combination of process and business improvement techniques, including the CEMMethod™. Her consulting engagements have ranged from small departmental operational improvements to more complex re-engineering projects affecting people, processes and technology that achieve desired customer outcomes, while also meeting key business objectives relating to operational efficiency, cost reduction and revenue increase.

Lizette is an Associate Partner at IQbusiness and leads the Customer Experience Management team.

Lizette has a Project Management diploma, and a B.Sc Information Systems Degree. Lizette is also accredited in ITIL, Prince2 Foundation, Lean Six Sigma (Green Belt), Certified Process Professional (CPP) Champion and Coach, and Accredited Customer Experience (ACX) Champion and Coach.

Kerry Thomas

Kerry Thomas

Kerry is a Manager at IQbusiness and is part of the Customer Experience Management (CEM) team fulfilling the role of a Senior CEM Consultant.

Previously in the hospitality industry, Kerry took the plunge to move into a consulting career five years ago. Kerry has since gained experience in various organisations and other industries such as Banking, Insurance and Education.

Kerry is a people-oriented professional who has a passion for Customer Experience and empowering organisations to make this Customer-focused change. Kerry has accredited and coached others in the CEMMethod™ and has facilitated numerous workshops using this approach with the objective to simultaneously meet Customer outcomes and business objectives relating to operational efficiency, cost reduction and increase in revenue.

Kerry studied Bachelor of Social Science: Industrial Psychology and Anthropology (Honours) and is also accredited in Prince2 Foundation; Lean Six Sigma (LSS) Yellow Belt; Certified Process Professional (CPP) Champion and Coach; Accredited Customer Experience (ACX) Champion and Coach.

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