Focus on NN/g training: CX TRANSFORMATION

Deliver a superior customer experience at scale.

≣ Objective of the training

 

Modern customer journeys involve interactions across a multitude of channels – in-person, on mobile, on desktop, on social media, but many organizations struggle to coordinate the experience across all of these channels due to siled work processes and... outdated infrastructure.

Yet, due to both disruptive new businesses and improved experiences from some traditional businesses, customers have come to expect highly orchestrated and seamless omnichannel customer experiences from all businesses.

 

ON THE PROGRAM of the 2 half-days:

Half day 1: Introduction – Structure

1 - 1
CX maturity and transformation
1 - 2
Overcome Obstacles to Maturity
1 - 3
Establish values ​​and guiding principles
1 - 4
Obtain stakeholder buy-in
1 - 5
Encourage a culture of support
1 - 6
CX focus areas of the organization
1 - 7
Define an achievable strategy and vision
1 - 8
Work structures
– Teams and roles
– CX federation models
– Work beyond silos
– Establish cross-functional networks

Half day 2: Process – Tools – Culture

2 - 1
Processes and approaches to making CX operational
– Course management
– Customer listening and information management programs
– Continuous analysis of the cross-functional journey
– Implementation of a CX management program
2 - 2
Supporting tools and technologies
– Customer data structures
– Course analysis tools
– Customer data management tools
– Metrics to track and distribute
2 - 3
Create a culture of shared responsibility
– Develop programs and practices to create a corporate culture aligned with strategy
– Integration of omnichannel-CX elements into employee management practices
2 - 4
Governance and decision frameworks
2 - 5
Forecasting the return on investment of CX transformation and CX initiatives
2 - 6
Change management
At the end of this training, you will know:
  • Overcome organizational obstacles.
  • Driving the company towards adopting a journey-oriented mindset.
  • Practice managing the customer experience and journey across the enterprise.
  • Create an environment capable of delivering high-quality customer experiences at scale.

≣ Pedagogy of training

During these two half-days, you will benefit from an immersive training experience.
This training combines the use of theoretical content such as sample CX programs and case studies shared by leading organizations with group exercises to consolidate and practice learning.
An NN/g consultant-trainer will accompany you in the realization of the various practices, their animation and their expectations.

This training is based on the know-how of Nielsen Norman Group and is illustrated by their feedback.

This course is designed according to the following principles:

  • Répartition learning time between 70% theory & 30% practice
  • Illustration of customer transformation on case studies
  • Put into practice through group exercises
  • Trades regularly with the trainer, moderator and participants

≣ Duration of training

Duration: 7 hours or 1 day
This training is provided in two half-days of 3 hours 30 minutes each to allow a consistency of schedules between the United States and France.

≣ Methods of assessment of prior learning

  • A certificate of completion.
  • Access to the exam for this training to try to obtain 1 NN/g credit.

Become “UX-Certified by NN/g"by accumulating 5 credits and also obtain the specialty"UX Management” by registering for at least 5 of the training courses available for registration in the UX-Republic training catalog!
Online exams are available the same day, or you can take them up to 35 days after training. Exam fees must be paid upon registration.

≣ Technical means

  • Training locations : from a distance.
  • Meals : not included.
  • Technology : Having a stable, high-speed Internet connection to transmit sound and video to your computer is essential. Having speakers, a microphone and a webcam are highly recommended.
  • Teaching materials : have free access to collaboration tools such as Google Docs and install Zoom meeting software for free.
  • Educational materials : each of the learners will have a training support to download.
  • Signature : a copy of the attendance sheet is sent to the sponsor.

≣ Prerequisites

  • No prerequisite

≣ Audiences concerned

Lead UX / UX-Designer / UX-Researcher / Product Designer / Product Manager / Product Owner / Project Manager / Digital Transformation Consultant / Facilitator.


Our next NN/g trainings