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About The Program
The Omnichannel Experience Design Workshop is designed to equip professionals with the requisite knowledge & skill to transition from multichannel service delivery to providing an omnichannel experience that reduces customer effort & increases customer retention.
TARGET AUDIENCE
The Omnichannel Experience Design Workshop is targeted at individuals in organizations responsible for designing and managing products and services as well as multiple customer interaction channels. Especially, the target audience for this workshop are managers and heads of CX-impacting activities i.e.; user experience (UX), product development and management, operations, customer service, customer experience, customer success, customer relationship management, finance, legal, information technology, supply chain, risk management and internal control.
WORKSHOP OBJECTIVES
At the end of the program, participants will understand
- the difference between multichannel and omnichannel experiences and knowing the right time to transition from one to the other
- the importance of having a blueprint before embarking on creating an omnichannel experience
- the components of omnichannel experience design, components and technology requirements
WORKSHOP OUTLINE
Over 3 days and across 9 modules, participants will learn about:
- The modern-day African consumer
- The transition from multichannel to omnichannel (includes a practical checklist to identifying the right time to transition)
- Omnichannel experience trends, pros & cons and components
- The integration of 5 CX pillars into an omnichannel experience
- The role of people, processes, culture and technology in delivering an omnichannel experience
- Designing an omnichannel experience blueprint
- Finding the right omnichannel technology solution
- Designing, auditing and managing an omnichannel experience (includes omnichannel experience metrics)
- Omnichannel experience design for a business - practical session
PARTICIPANTS WILL BE REQUIRED TO EXECUTE A CAPSTONE PROJECT I.E. DESIGN AN OMNICHANNEL EXPERIENCE BLUEPRINT FOR THEIR ORGANIZATION & SUBMIT THE SAME 30 DAYS AFTER ATTENDING THE WORKSHOP.
WORKSHOP BENEFITS
At the end of the workshop, participants will get the below.
- Get an electronic certificate
- An omnichannel experience blueprint template
- FREE CX maturity assessment
- FREE CX management competency self-assessment
- 45 - 60 minutes professional review of the CAPSTONE project submitted (virtual or in-person. For in-person reviews, terms & conditions apply)
- An omnichannel technology requirement checklist
- An electronic or hard copy of the Customer Pulse Check book
Other Details
PAN AFRICAN WORKSHOP DATES
- Nigeria Edition (Lagos): January 30th to February 1st, 2023
- Ghana Edition (Accra): March 13th to March 15th, 2023
- Kenya Edition (Nairobi): April 17th to April 19th, 2023
- South Africa Edition (Cape Town): April 24th to April 26th, 2023
- Tunisia Edition (Tunis): May 1st to May 3rd, 2023
WORKSHOP FEES (VAT EXCLUSIVE)
- Lagos: NGN337,150 early bird fee (ends 9th January, 2023) and regular fee is NGN404,580
- Accra: $689 early bird fee (ends 17th February 2023) and the regular fee is $826.8
- Kenya: $1,230 early bird fee (ends 17th March 2023) and the regular fee is $1,476
- South Africa: $1,230 early bird fee (ends 24th April 2023) and the regular fee is $1,476
- Tunisia: $1,230 early bird fee (ends 1st April 2023) and the egular fee is $1,476
15% group discount available for up to 15 people
OTHER DETAILS
- Duration: 3 days per workshop
- Available: 25 spaces only per workshop per country
About The Program
The Customer Experience Management Masterclass is designed for professionals with the requisite knowledge & skill to effectively identify gaps in CX to improve it while managing CX operations end to end across an organization to improve operational efficiency and increase customer profitability.
TARGET AUDIENCE
The Customer Experience Management Masterclass is targeted at individuals responsible for customer service, customer experience, customer success, operations, customer relationship management and generally individuals looking to kick-start a career in customer experience management across different job roles.
WORKSHOP OBJECTIVES
At the end of the program, participants will understand what customer experience and customer experience management mean and how it is different from customer service as well as what is required to effectively manage customer experience profitably.
WORKSHOP OUTLINE
Over 3 days and across 9 modules, participants will learn about:
- The evolution of the African customer & CX trends
- The concept, meaning and importance of CX management
- The 7 CX management competencies
- The CX management end-to-end process
- Structuring the operations of an effective CX management team
- CX management challenges and dissecting your job role & responsibilities
- CX management key performance indicators (KPIs) and dashboarding
- Internal stakeholder and C-Suite management
- Culture integration and core value alignment
- Guide to sourcing the right CX management solution
PARTICIPANTS WILL BE REQUIRED TO EXECUTE A CAPSTONE PROJECT I.E. DESIGN AN END-TO-END CUSTOMER EXPERIENCE (CX) MANAGEMENT PROCESS IDENTIFYING BUSINESS-SPECIFIC CX METRICS TO TRACK.
WORKSHOP BENEFITS
At the end of the workshop, participants will get the below.
- Get an electronic certificate
- An end-to-end CX management process template
- 45 - 60 minutes professional review of the CAPSTONE project submitted (virtual or in-person. For in-person reviews, terms & conditions apply)
- A CX management technology solution technology requirement checklist
- An electronic or hard copy of the Customer Pulse Check book
Other Details
PAN AFRICAN WORKSHOP DATES
- Nigeria Edition (Lagos): May 10th to 12th, 2023
- Ghana Edition (Accra): March 16th to March 18th, 2023
- Kenya Edition (Nairobi): April 20th April to 22nd April 2023
- South Africa Edition (Cape Town): April 27th to April 29th, 2023
- Tunisia Edition (Tunis): May 4th to May 5th, 2023
WORKSHOP FEES (VAT EXCLUSIVE)
- Lagos: NGN337,150 early bird fee (ends 10th April, 2023) and regular fee is NGN404,580
- Accra: $689 early bird fee (ends 17th February 2023) and the regular fee is $826.8
- Kenya: $1,230 early bird fee (ends 17th March 2023) and the regular fee is $1,476
- South Africa: $1,230 early bird fee (ends 24th April 2023) and the regular fee is $1,476
- Tunisia: $1,230 early bird fee (ends 1st April 2023) and the regular fee is $1,476
15% group discount available for up to 15 people
OTHER DETAILS
- Duration: 3 days per workshop
- Available: 25 spaces only per workshop per country
OVERVIEW OF THE NICHE INSTITUTE OF CX & INNOVATION
Open Courses (Classroom & Online)
Bespoke Implant Courses (Classroom & Online)
Bespoke Implant Courses (Classroom & Online)
Niche Institute of Customer Experience & Innovation's open courses are designed to boost CX performance in organizations.
These basic and advanced courses are designed to improve the effectiveness and customer experience capabilities of frontline staff, business managers and leaders to better manage customer experiences and increase customer profitability.
Bespoke Implant Courses (Classroom & Online)
Bespoke Implant Courses (Classroom & Online)
Bespoke Implant Courses (Classroom & Online)
Niche Institute of Customer Experience & Innovation's bespoke/implant courses is designed to boost CX performance in organizations.
These basic and advanced courses are designed to improve the effectiveness and customer experience capabilities of frontline staff, business managers, business leaders and business owners.
CX Coaching Service (One-On-One & Group)
CX Coaching Service (One-On-One & Group)
CX Coaching Service (One-On-One & Group)
At the Niche Institute of Customer Experience & Innovation, we offer one-on-one and group coaching sessions.
Coaching service is designed to assist customer service and customer experience professionals boost their performance with regards to defining customer strategy, gathering and using customer feedback, determining the right CX metrics, designing and managing CX improvement programs, and more.
CX Certification Programs
CX Coaching Service (One-On-One & Group)
CX Coaching Service (One-On-One & Group)
At the Niche Institute of Customer Experience & Innovation, we offer customer experience certification programs across three levels i.e;
- Certified Customer Experience Manager (CCEM)
- Certified Customer Experience Professional (CCEP)
- Certified Customer Experience Practitioner (CCEPR)
get a cx certification in 2023!
Did you know that customer experience (CX) management is a 2023 top 10 surging business skill ranked by increase in consumption? (Source: Udemy).
Position yourself for CX career success by boosting your CX knowledge and skills as you grow in your career.