certified customer experience manager (ccem) - level 1

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This program is designed for levels 3 to 5 employees (supervisors and unit managers) within an organization responsible for retail outlets, customer service teams, sales teams, marketing teams, operations teams, IT teams as well as customer experience managers.

Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to manage customer experience in their organizations or as it relates to their current roles.   

Program Outline

Each module is designed to give participants an understanding of;

1. Product and service, design
2. Understanding customer experience
3. The customer experience manager
4. Customer relationship management, customer loyalty and customer lifetime value
5. Customer  feedback and complaint management
6. Customer experience data, and analytics
7. Customer experience leadership (leading small units, stores, products, and services)
8. Capstone project and the final exam. Participants are expected to execute a project in their organization that demonstrates the knowledge and skill gained during the course.

Program Requirements 

Interested participants must be levels 2 - 4 employees in their organizations serving as supervisors or business unit managers in customer service, customer experience, sales, marketing, operations, information technology (IT), and product/service design.

This program is designed for levels 6 and above employees heads, group heads, directors, vice presidents, etc) within an organization responsible for retail teams, corporate teams, enterprise teams, customer service teams, sales teams, marketing teams, operations teams, IT teams as well as customer experience management. 

Program Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to lead customer experience transformation and success in their organizations or as it relates to their current roles.  

Program Outline

Each module is designed to give participants a deep theoretical and practical understanding of;

1. Experience management 
2. Human-centered design and journey mapping
3. Customer experience and driving organization-wide adoption and accountability 
4. Customer experience strategy (design and implementation)
5. Customer experience standards and customer-centric culture (design and implementation)
6. Multi-channel customer contact management
7. CX data, insights, analytics, reporting, and how to conduct a CX impact analysis (VoB, VoE, VoR, VoP/VoS, and VoC)
8. CX transformation (design and implementation) 
9. CX tools, resources, SLAs, cross-functional KPIs, processes, and policies (requirement gathering, selection, design, and implementation)
10. Setting up a customer experience management team/structure in an organization i.e. job roles, responsibilities, organizational structure, and KPIs
11. CX as a sales and marketing strategy i.e. defining the CX value proposition for your organization (CX blueprint)
12. C-Suite and stakeholder management
13. Capstone project and the final exam. Participants are expected to execute a project in their organization that demonstrates the knowledge and skill gained during the course.

Program Requirements

Interested participants must be levels 6 and above employees in their organizations serving as heads, group heads, directors, vice presidents, etc within an organization and responsible for retail teams, corporate teams, enterprise teams, customer service teams, sales teams, marketing teams, operations teams, product/service design teams, IT teams as well as customer experience management.

This program is designed for customer service and customer experience consultants and service providers seeking a best-practice and Africa-specific approach to helping businesses attract customers, satisfy customers, retain customers and improve the customer service/experience management capabilities of business teams.

Program Objective

The program is an 8-module customer experience (CX) certification course that will equip participants with a deep theoretical, and practical understanding of the required knowledge and skills they need to lead customer experience transformation and success in their organizations or as it relates to their current roles.   

Program Outline

Each module is designed to give participants a deep theoretical and practical understanding of;

1. Consulting business model canvas and value proposition
2. Converting your work experience into a consulting practice as a CX or customer service consultant and productizing your offerings
3. Personal identity mapping as a consulting firm or as a CX consultant
4. Vision, mission, and core value definition as a customer service or customer experience consultant
5. Impact-based customer service or customer experience consulting i.e. defining your roadmap to being a thought leader, influential, impactful, and relevant to customer service and customer experience professionals, clients, and operating community
6. Embracing technology as a consultant - consulting toolkits, resources, and solutions for optimal effectiveness and cost reduction
7. How to be a one-stop-shop for every client
8. Customer engagement and marketing in customer service/customer experience consulting
9. Creating frameworks, models, methodologies, and case studies to drive a successful customer service or customer experience consultancy
10. How to kick off your practice with zero capital and source for/pay employees
11. Partnerships and collaborations in customer service and customer experience consulting

Program Requirements

Interested participants must be customer service or customer experience consultants and proficient in levels 1 and 2 customer experience certifications at the institute. Interested participants will be assessed before certified suitable to participate in the certification course.