Next-Gen Customer Experience Excellence

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This subject is high on the agenda of the majority of organisations as they attempt to differentiate themselves in a challenging environment of increased competition, cost pressures, increased regulation and new channel developments such as digital innovations, AI and ML.
Defining customer experience with examples of organisations getting the experience right, how they are doing it and the role that AI is playing (and can play) in improving the customer experience.
The key reasons that customers complain and techniques for minimizing and handling complaints, including the use of AI.
Unique “Customer Experience Study Tour” which enables attendees to gain practical insights and hands-on experience through specific tasks.
Customer journey mapping – delegates will learn and practice this key technique for improving the banking customer experience.
The 6 key elements of great banking customer experience and their practical implications to processes, systems, procedures and the use of AI in banking customer service.
Looking at your products and processes through customer’s eye for better sales, customer satisfaction and retention.
This masterclass provides practical exercises to help delegates become confident in the techniques presented and their ability to apply them in their own organisations.

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Through case studies, group discussions, useful handouts, and professional instruction, participants will

Gain knowledge on techniques and processes leading organisations are utilising to enhance the customer experience, including how they are incorporating AI.
Understand the key measures of customer satisfaction and how to use them to improve the customer experience.
Learn to look at your business through your customer’s eye by creating customer journey map.
Learn the importance of customer journey mapping and acquire the ability to map.
Understand the role of people, product, processes and place in customer experience delivery.
Have practical experience of seeing real life examples of customer experience and be able to summarise and critique them.
Have the knowledge and skills to create and implement a practical, effective action plan to improve the customer experience in their organisation.

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