Workshop - Introduction to Customer Experience

Introduction to Customer Experience

Customer Experience (CX) is no longer a “nice to have” - it is a fundamental driver of loyalty, growth and competitive advantage.

When it comes to resources, we are spoilt for choice with an almost limitless number of books, videos, courses, and training programmes on the topic.

And yet, when CX is so fundamentally important and there are so many resources available, why is it that great customer experience is rare? Organisations struggle to move beyond good intentions and words to deliver a consistent, well-designed experience for their customers.

Well, this three-hour session will give you the answer, introducing the CX in ConteXt framework, exploring how organisations can better understand their customers, align internal teams and embed customer-centric thinking into everyday operations. Participants will gain practical insight into how CX connects strategy, people, processes, and measurement to create meaningful improvements.

Workshop includes:

• An introduction to the CX in ConteXt framework
• Understanding the key components of effective CX strategy
• Practical examples of improving customer journeys and touchpoints
• Identifying opportunities to strengthen CX within your own organisation
• An overview of the CX in ConteXt Development Framework and Learning Pathway