Today customers expect a flawless and on-demand service. With the growth of technology and automation, we can pay for goods with a single click, tap through barriers and have our queries resolved within twenty-four hours. This amounts a growing pressure on the public sector to provide a positive customer experience, one of the largest service providers in the UK and one in which the quality of services can very widely and inconsistently.
Understanding your customers journey from start to finish enables you to create a tailored and enjoyable experience for each service user. Through measuring customer insights, organisations can refine current and future services, in turn saving effort and costs. Customers are increasingly looking for value from the organisations that serve them and with budgets tightening each year, creating a strong Customer Experience Strategy is essential.
Join our trainer Jonathan Bottomer and through interactive learning and case studies; take away the toolkit to gather, interpret and turn your data into designing the right journey for your customer.
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|About the Chair: Jonathan Bottomer
Jonathan is a Certified Management Consultant and a member of the Institute of Business Consulting (an organisation within the Chartered Management Institute), the professional body for Business Consultants. He currently works as a Consultant at the Department for Work and Pensions.
Jonathan specialises in helping local authorities (and DWP’s Agencies) improve their effectiveness and efficiency of the administration of Social Security Benefits
09:15 - 09:45
09:45 - 10:00
Trainers Welcome and Introduction
10:00 - 11:00
Introduction to CX Strategy and Principles
- Importance of immediacy and digital in today’s services
- Basic principles of Customer Experience (CX)
- Channels and Platforms
11:00 - 11:15
11:15 - 12:00
Insights and Efficiencies
- How to gather and interpret your customer data
- Turning insights into service delivery
- Automation and AI
12:00 - 12:45
The Customer Journey
- Service expectations in your organisation
- Conversion, loyalty and advocacy
- Designing the right journey
13:45 - 14:45
- Looking for ongoing innovation and improvements
- Reviewing your systems
- Overcoming barriers
14:45 - 15:00
15:00 - 16:00
Keeping Customer Trust
- Overview of learnings
- Implementing planning techniques for the future
16:00 - 16:15
Feedback and Evaluation
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Company Address: 3rd Floor, St James Building, Oxford Road, Manchester M1 6PP
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