OUR 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
