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... |
... and drive immediate value for your organization
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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 microprogramLearning activities
The community
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Study plan | Session 1: Introduction to Customer-Centric Culture and Understanding the Customer Journey (1 day)Objectives:
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Session 2: Developing Empathy and Active Listening (90 minutes)Objective:
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Session 3: Incorporating the Voice of the Customer into Strategic Decisions (90 minutes)Objective:
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Session 4: Creating Exceptional Customer Experiences (90 minutes)Objective:
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Session 5: Promoting a Culture of Continuous Improvement (90 minutes)Objective:
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Session 6: Managing Organizational Change Toward a Customer-Centric Culture and Measuring Its ImpactObjectives:
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