Our Client Experience Training Modules

MODULE 1

FUNDAMENTALS THAT EMPOWER

Level 1 equips your workforce with vital skills such as critical thinking and complex problem solving, which lay the foundations for mastering CX.

HARD SKILLS

  • 7 STEPS TO PROBLEM SOLVING

  • DEPTH AND BREADTH MAPPING

  • MAKING SENSE OF DATA

  • COMING UP WITH QUICK FIXES

SOFT SKILLS

  • CREATING SHARED NEED AND VISION

  • SETTING UP FOR SUCCESS

MODULE 2

INSIGHTS THAT BRIDGE THE DIVIDE

Now that the basic foundations have been laid, Level Two, Evolve CX, revolves around insights; those intuitive golden nuggets that lead to ground-breaking CX revelations.

HARD SKILLS

  • VOICE OF THE CUSTOMER

  • TRANSLATING THE VOICE OF THE CUSTOMER

  • CUSTOMER JOURNEY MAPPING

  • FACILITATING A WORK-OUT EVENT

SOFT SKILLS

  • CREATING SHARED NEED AND VISION

  • SETTING UP FOR SUCCESS

MODULE 3

DELVING DEEPER INTO INNOVATION

Successful innovation – idea generation to commercialization – requires a framework. Level 3 training provides the structure, milestones and deliverables in order to successfully innovate a scalable and well engineered new product or service. This is summed up in our Innovation Roadmap module.

Innovation as it relates to CX occurs when there is a deeper understanding of specific skills such as critical thinking, social intelligence and complex problem-solving. These skills do not come easily to people, it takes effort, training and practice.

Having completed levels one and two three p-Arc training, a select few of your staff members will need to attend Level Three, the Innovate CX course.

HARD SKILLS

  • INNOVATION ROADMAP