Building a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation - Training Courses | Afi U.
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Building a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation

Accelerate your growth with a customer-centric culture

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  • Duration: 6 days
  • Regular price: $2,340

Course outline

Building a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation

Microprogram Afi U.

Duration : 3 days

© AFI par Edgenda inc.

In an increasingly competitive landscape where customer expectations are rapidly evolving, organizations must adapt to stay relevant and competitive. Embracing a customer-centric approach is now a strategic priority, helping you better understand and anticipate your customers' needs while boosting their satisfaction and loyalty.

Artificial Intelligence (AI) is a powerful tool for analyzing customer behavior and delivering personalized recommendations. However, building a truly customer-centric culture goes beyond having a service strategy. It requires a fundamental shift in your processes, operations, and how you integrate innovative technologies like AI.

This training is designed for decision-makers, managers, and customer-facing teams looking to transform their organization into a true leader in customer experience.

Audience

This course is designed for decision-makers, managers and customer-facing teams who want to transform their organization into a benchmark in customer experience.

Prerequisites

Be present in class for 2 days of training. There will also be 4 virtual (remote) 90-minute workshops.

Be ready to...

  • Build strong customer relationship management skills

  • Enhance your leadership skills

  • Boost your innovation capacity

  • Increase employee engagement

... and drive immediate value for your organization

  • Boost customer loyalty and satisfaction
  • Enhance financial performance
  • Stand out and strengthen your position as an industry leader
  • Strengthen your organization’s brand and reputation

Teaching method

Experience the learning journey with Afi U.

Intensive learning experiences designed for professionals seeking rapid advancement in a specific field. Immerse yourself in interactive, in-depth learning sessions led by field experts. Leave with practical, adaptable skills ready for immediate implementation in your workplacev

Engage with your microprogram

Learning activities

  • Workshops
  • Case studies
  • Reading and preparatory assignments
  • Individual action plan

The community

  • Mixed cohorts from diverse backgrounds
  • Workgroups with peers in similar roles and functions
  • Preferred access to the Circles by Afi U.

Study plan

Session 1: Introduction to Customer-Centric Culture and Understanding the Customer Journey (1 day)

Objectives:

  • Understand the fundamentals of customer culture and its impact on competitiveness.
  • Identify the key stages of the customer journey and the essential touchpoints for satisfaction.

Content:

  • Overview of current challenges, the benefits of a customer-centric approach, and case studies of companies succeeding with this culture.
  • Mapping customer journeys, analyzing touchpoints, and a hands-on mapping exercise.

Session 2: Developing Empathy and Active Listening (90 minutes)

Objective:

  • Learn to deeply understand customer needs using active listening techniques and conversational AI.

Content:

  • Interactive workshops to practice active listening and case studies on empathy in customer experience.

Session 3: Incorporating the Voice of the Customer into Strategic Decisions (90 minutes)

Objective:

  • Use customer feedback to optimize strategic decisions with AI tools.

Content:

  • Collecting and analyzing customer feedback, workshop on AI tools for extracting trends.

Session 4: Creating Exceptional Customer Experiences (90 minutes)

Objective:

  • Create memorable customer experiences that drive loyalty and differentiation.

Content:

  • Strategies for designing customer experiences and analysis of successes from leading companies in this area.

Session 5: Promoting a Culture of Continuous Improvement (90 minutes)

Objective:

  • Develop a culture of continuous improvement by measuring key performance indicators.

Content:

  • Using AI to automate the collection and analysis of customer satisfaction data.

Session 6: Managing Organizational Change Toward a Customer-Centric Culture and Measuring Its Impact

Objectives:

  • Facilitate the transition to a customer-centric organization through effective change management.
  • Evaluate the effectiveness of a customer-centric culture using KPIs and automated measurement systems.

Content:

  • Approaches and tools for integrating customer culture into organizational processes.
  • Creating dashboards, monitoring performance, and interpreting data using AI technologies.