CX Strategy
CX Strategy is the starting point for every effective Customer Experience. Learn to use market analysis and business insights to define brand and customer strategy, which can impact the fundamentals of the business’ performance.
Outcomes
- Learn to describe and develop strategy based on customer’s perception and interaction with the brand.
- Learn to embed customer-centric values and experience design methods in your organisation
- Learn to manage innovation in a complex organisation by evaluating various types of insights.
- Learn to recognise the opportunities effectively and evaluate the organisational capability to activate them.
- Learn to develop capability map and shift from team and department mindset to capability mindset.
- Learn to set up the right success metrics to measure and track benefits.
- Learn to manage stakeholders and collaborate and co-create effectively.
- Learn the context of the Customer Strategy in a business strategy and experience the real-world disruptions while achieving your goal.
Summary and process
CX Strategy is one of the key bootcamps if you want to understand ‘why’ the business is doing what it is doing. By using market analysis and business insights to define brand and customer strategy, CX professionals can impact the fundamentals of their business’ performance. Customer Strategy is the starting point for every effective Customer Experience.
Our onsite bootcamp format is 4 days with our coaches. Our online bootcamp format is 8 days 32 hour live session bootcamp delivered in 8 x 4h sessions, to suit your schedule. For this bootcamp, each learner should estimate 1-3 hours of extra engagement in an e-learning environment.
Foundation
Onboarding to PriceCo (your bootcamp employer). Defining the ways of working, understanding the Customer Experience fundamentals, introduction to innovation methodologies, and getting to know your team.
Insight
An introduction to key research tools, understanding internal and external insights that will contribute to the definition of the CX Strategy. Consolidation.
Vision
Finalising the consolidation of the insights by understanding the customer. Definition of the CX Strategy vision in the context of the organisation and the corporate vision.
Principles
Defining the principles of the strategy, what must be true when the strategy is implemented? Understanding the concept of the Customer Contract, the promise to your customer in 4 dimensions – data, price, promotion & product.
Opportunities
Opportunities Understanding the concept of The Options Grid – a powerful tool to analyse, evaluate & prioritise the opportunities for your customer and organisation in the future state.
Capability
Mapping the organisational capability & building accountability.
Roadmap
Building the initial roadmap based on the Options Grid, identifying the initial projects and team & change management considerations.
Engagement
Building effective presentation as a team to the Steering Committee for CX Strategy proposal review and approval. Presenting to the key stakeholders as a team. Reflect on individual takeaways and define next steps for introducing CX strategy and tools in learner’s environments.
Your coach
Charissa Shelton
Niall Lavery
The Perfect Participant
The bootcamp is valuable for everyone who wants to understand the ‘why?’ over ‘what?’ organisation is doing to delight their customers. You might have background in product, marketing, sales, operations or even finance or legal. CustomerStrategy bootcamp will power-up your professional journey and upgrade your skills to become more strategic in your work and drive customer strategy in an organisation.
Preparation
All classes are held in English, so you need a professional working proficiency level of English. As classes are held online, you need to be able to connect to the classes, use your camera and microphone. There might be some software that you need to enable on your device.
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FAQ
Why is learning about CX Strategy relevant today?
To create an effective customer experience, every organisation’s starting point should be to define a clear and actionable CX strategy. Executing a CX strategy creates ownership around your customer experience and aligns internal capabilities into working for the strategised customer outcomes. Implementing a CX strategy means breaking silos, driving customer excellence and creating internal accountability for all customer-facing activities.
Who will be my fellow bootcampers?
Among your fellow bootcampers you will meet managers and leaders in various customer-facing strategy roles, who want to upgrade their skills and become more strategic in their work, as well as professionals from connected Customer Experience disciplines who want to broaden their skills and accelerate their performance.
Can I follow the Customer Strategy bootcamp besides my full-time job?
Yes, you can. We ask an average investment of 5-7 hours of learning per week. 4 hours of that investment will be during our weekly 4-hour live session. These sessions will be during the morning or afternoon, depending on your bootcamp schedule. The additional hours of learning will be homework, preparation or the completion of online learning kits.
Are there any prerequisites to do this bootcamp?
This bootcamp is defined for everyone that is affiliated with the importance of customer experience and the need to create ownership around it in an organisation. There is no extensive experience or knowledge necessary to follow along in the bootcamp. However, since all of our live sessions, learning kits and homework will be in English, you need a professional working proficiency level of English to make sure you achieve the best outcomes.
What kind of jobs can I get after this bootcamp?
Depending on your existing skillset and personal learning objectives, you will be able to pursue a role in service design, customer journey management and customer strategy. The bootcamp will give you an opportunity to research and experience the different roles within Customer Strategy that are most suitable for you.
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