Managing The Customer Experience
Virtual - Login from anywhere
01st February 2027 (1 Day)
9:00 AM - 4:30 PM GMT
Overview
Embed a truly customer-centric approach to delivering support within your organisation.
Customers are at the heart of the Service Desk and are the reason why Service Desks exist.
To ensure that customers are exposed to an excellent experience and the service meets their expectations and needs, all elements of their experience need to be reviewed. This workshop offers an advanced outlook on how to continuously improve your CX.
This is a virtual, interactive, one day workshop. Attendees are encouraged to bring their own real-world scenarios to encourage practical solutions and valuable discussions.
“A wonderful passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team”
Stephen Alexander, Audatex.
This workshop will teach delegates methods to:
- Explain the strategic importance of the customer experience (CX)
- Identify CX management activities
- Define measurable success criteria
- Analyse customer types
- Explain the role and importance of different types of feedback
- Integrate with business relationship management
- Ensure a continual improvement focus
Course Content
- The Strategic Impact of the Customer Experience – understand the purpose and objectives of managing the customer experience and the business value it can deliver
- Measures of Success – consider critical success factors, targets and KPIs that underpin the strategy
- Defining the customer experience – explore customer segmentation and journey mapping to define the experience for different types of customers
- Process Integration – understand the relationship between the customer experience and service management processes to ensure they are customer-centric
- Customer Engagement Methodologies – identify and review the options available for finding out what is really important to your customers
- Marketing and Communications – consider marketing opportunities for promoting customer feedback channels and publishing the results
- Planning Engagement Activities – define the objectives, roles, responsibilities, and scheduling of activities to ensure they are coordinated and cohesive
- Analysing Results – understand how to turn customer feedback into business intelligence in order to identify improvement initiatives
- Continual Improvement – integrate results with quality assurance and improvement activities, using ongoing feedback to sustain effort and drive successful business outcomes
Who Should Attend
This practical workshop is beneficial for any individuals involved in or responsible for their customers’ experience and any leaders or managers wishing to drive a more customer-centric improvement focus. This workshop is also a great driver for re-motivating team members, inspiring and reigniting their engagement and understanding of their impact on the business. It will also benefit anyone considering any upcoming accreditation including SDI’s Service Desk Certification (SDC).
Outcomes
Practical Workshop Takeaways:
- SDC standards for managing the customer experience
- Document Templates
- Analysis exercises to aid planning
- Advice and guidance from an experienced service and support practitioner
After the workshop delegates will be able to…
- Define a Customer Experience (CX) Management programme
- Map the CX Journey
- Understand Customer Engagement Activities
- Derive full value from customer feedback
Requirements
This is not a pre-recorded webinar. It is a live tutor environment.
You will need:
- a computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)
- microphone/headset
- high-speed internet connection
- ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Buy Premium Membership First - Then have this Workshop for FREE
Why pay £645 for one workshop when you could get a whole year of Premium Membership AND the workshop- for the same price?
This workshop costs £645 + VAT. But here’s a smarter way to spend that money:
For the same price, you could become an SDI Premium Member, attend this workshop FREE, AND unlock a whole year of exclusive benefits for your entire team!
With SDI Premium Membership, you’ll get:
- This workshop FREE – worth £645
- Exclusive ITSM resources, templates and best practice guides
- Opportunities to connect and learn from fellow ITSM professionals
- Expert insights, webinars and member-only content
- Further training discounts, including ITIL, and exclusive member opportunities
Same £645. Same workshop. A whole year of extra benefits for your team.
And the best bit? You get to be the person who unlocked all those extra benefits for your team without spending a penny more!
It’s a no-brainer, enjoy the Kudos coming your way!
Simply purchase Premium Membership, then book your free workshop place and start using your Premium Member benefits straight away!
Prefer to run this workshop in-house?
- This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.
- Find out more by visiting our bespoke and in-house training page.
Virtual - Login from anywhere
01st February 2027 (1 Day)
9:00 AM - 4:30 PM GMT
£645 each (exc. VAT)
Virtual
Service Desk Team Leader
Virtual
Service Desk Team Leader
Virtual
Service Desk Team Leader
Trainers
Short Bio
ITSM Transformation & Service Excellence Expert Mike Kyffin helps organisations improve service performance, customer experience and operational...
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Added To Your Basket
Michael Kyffin, Head Of Consultancy Services, SDI
- Virtual - Login from anywhere
-
01st February 2027
(1Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)
What Would You Like To Do Next?
Managing The Customer Experience
- Virtual - Login from anywhere
-
01st February 2027 (1 Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)