CEM Academy Session Information | ||||
The CEM Academy is an online educational series designed to provide business professionals with an in depth understanding of how to design and deploy customer experience programs within their organization. Following a strategic framework, this web-based learning series covers a wide range of challenges and issues from customer segmentation to cross functional cooperation as well as building the business case for customer experience.
Below we will provide information about the individual sessions taught during the current CEM Academy series.
- CEM Academy Schedule
- Economics of customer experience – introduction
- The 5 P’s of customer actions
- Why your organization not making its financial commitment
- Return on Nothing analysis
- Formulas, data and assumptions required to build the business case
- Principles of customer experience design
- Reframing the questions – reframing the experience
- The role of emotions in experience design
- Experience design and six sigma – friends or foes?
- Visualizing value
- Web 2.0 and experience innovation
- Designing for WOW
- Employees engagement – the challenges we are all facing
- How to design an employee experience
- How to motivate employees to embrace customer experience
- The mission statement role in the experience delivery
- Welcome to “Generation Why?”
- Why should employees trust you?
- What is holding your employees back from achieving peak performance?
- The organizational obstacles to customer experience (CE) implementation
- How to identify the core organizational challenges
- Hot to unify the organization around CE
- Change management best practices
- How to identify key measures for CE success
- How to develop organization wide and departmental wide targets
- The role of internal vs. external measures
- Loyalty measures and customer experience
- How to structure a leadership role for customer experience (CE)
- Operational vs. coordination role – what is the right responsibility
- Senior leadership as role models
- The behavior of the CE leader
| April 6, 2009 | Economics of Customer Experience | |
| May 1, 2009 | Innovating the Customer Experience | |
| June 5, 2009 | Employees Experience – Engagement and Excellence | |
| July 10, 2009 | Cross Functional Cooperation | |
| August 7, 2009 | Measuring The Customer Experience | |
| September 4, 2009 | Building Internal CE Leadership |
Session 1: Economics of Customer Experience
April 6, 2009
Most organizations claim to have a sweeping commitment to customer experience. Very few live by their stated commitment. What separates the few from the rest is a keen understanding of the economics of customer experience. Using proven economic models, this session will explore the ways to build a strong business case for customer experience investment. The economics of customer experience follows the 5 P's of customer action and ensure that both cost driven and growth driven factors are taken into consideration the final business case.
- What You Will Learn
Session 2: Innovating Your Customer Experience
May 1, 2009
Most interactions were not designed for experience; they represent efficient processes with cost reduction in mind. This module will focus on how to innovate your experience and design it for emotional engagement. From authenticity to customer collaboration, this module will review the principles of customer experience design and provide you with a concrete design framework.
- What You Will Learn
Session 3: Employees Experience – Engagement and Excellence
June 5, 2009
Employees need to deliver customer experience with passion. At the end of the day we depend on employees to innovate, care and be creative. Studies show that the majority of employees are not engaged with their work or workplace. They treat their work as a way to occupy their time and move on to a better paying job as quickly as they find one. This attitude is a major obstacle to achieving customer experience success. This module will explore the reasons employees do not engage with customer experience and how to mobilize them to embrace the organization’s customer experience strategy.
- What You Will Learn
Session 4: Cross Functional Cooperation
July 10, 2009
- What You Will Learn
Session 5: Measuring The Customer Experience
August 7, 2009
- What You Will Learn
Session 6: Building Internal CE Leadership
September 4, 2009
- What You Will Learn