New Value Insights: Achieving Customer Experience Value Promise

New Value Insights: Achieving Customer Experience Value Promise

A professional certification training course from The Value Council

Addresses a huge…gap — how to be sure an investment’s value proposal becomes true.

Syngenta (agribusiness world leader)

Head, N. American Bus. Services

….a must have for organizations going through an IT-enabled business transformation.

Tate & Lyle (ingredients firm)

Global CIO

Course Recap (3-Days)

Translating customer experience improvement to business results is a challenge for many organizations. Balancing financial goals with the demands of creating compelling customer experiences is a constant challenge.

Stakeholders need to understand how CX delivers clear business results. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience.

We will build your knowledge and skills on how you can target, measure, report and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from customer experience improvements — while you engage your customers.

Course Schedule

Instructors :

Date :September 05, 2017 - September 07, 2017

Time :08:00 AM - 17:00 PM


Instructors :

Date :September 26, 2017 - September 28, 2017

Time :08:00 AM - 17:00 PM

Course Description

Customer Experience transformation is too vital to fail. Yet many CX transformations fail to define or deliver benefits and return on investment.

Value Management is a critical leadership discipline that can overcome the misconceptions and drive clarity around CX as a critical driver of business value. Leveraging the accumulated experiences of The Value Council leaders worldwide, this course dives head first into the opportunity CX offers, revealing value leaks and root causes, creating models that build stakeholder belief and action, explaining which Value Management methods, tools and approaches can stop each leak, and identifying which program team members should take what actions, and when.

Participants will be given practical auditing tools for assessing the Value Management effectiveness of their own organization and models for creating the business case value of CX and its return on investment.

To maximize learning in this fast-paced training, participants will gain hands-on experience and solve real-life problems via interactive role plays and exercises, utilizing content that leverages the “best of the best” experiences of the hundreds of worldwide members of The Value Council.

What You’ll Learn
  1. The key metrics and improvement benchmarks that Customer Experience programs can deliver
  2. Reasons why unrealized “value leaks” so often torpedo program success on multiple fronts
  3. Why & how better Value Management-focus boosts program success
  4. How to manage CX delivery and Value Management in every program
  5. How to sharpen your ability to access and influence CxO stakeholders whose actions can make or break program success
  6. How to embed four powerful, straightforward Value Management tools into your program activities
  7. How to motivate all program teams to support CX design and Value Management methods vital to success and results delivery
  8. Techniques for quickly assessing why and how Value Management can be strengthened in your environment
Course Structure

Three day, in-person, instructor-led, public sessions, held at convenient sites. Uses The Value Council’s proprietary “Real World Role Plays™ to rapidly solidify learning. This Training Certification Course can also be customized for on-site delivery at a hosting firm.

Course Topics
  1. Value Management: The Missing Key to CX Program Value Success
    1. The Value that CX programs can deliver to every company
    2. 20 common ways that preventable value leaks kill program success
    3. Why Value Management works where other approaches fail
    4. How to assess your current CX and Value Management capabilities
    5. Highest impact Value Management actions for CX Leaders, business sponsors, PMs, OCMs, architects, consultants, CSMs, and designers
  2. Accessing & Influencing CxOs – the key stakeholders in value success
    1. Five ways CxO attitudes & actions directly impact program success
    2. How to motivate CxOs to seek your engagement
    3. Using customer-driven acumen to enhance credibility and trust
  3. Leveraging 4 key Value Management tools in the program life cycle
    1. Using Value Flow Maps™ to visually build value consensus
    2. Adopting the “Value Decision Framework™ “to best prioritize scope, requirements and roadmaps
    3. Using a KPI-savvy Actionable Business Case™ to reveal hidden value
    4. Using the “KPI Benefits Tracker™ “ to ensure value realization
  4. Establishing Value Management as an essential program component
    1. Assessing the need for a stronger Value Management approach
    2. Key VM roles of business sponsors: CX Leaders, PMs, OCMs, consultants, IT, architects & designers, Finance, analysts & HR
    3. Embedding VM activities into program milestones
    4. Getting internal support for crucial CX and Value Mgmt. activities
Upon Completing This Course, Attendees:
  1. Can explain how Customer Experience is critical to organization success in strategic and financial terms
  2. Can explain how Value Management helps overcome many program problems and impact company success
  3. Can conduct a Customer Experience Value Management effectiveness audit for their own organization
  4. Have expanded confidence for engaging and influencing CxOs
  5. Can boost their personal reputation for delivering program success
Course Attendees Will Receive:
  1. Soft copy of key course materials
  2. 35-point CX Business Value Maturity Model to assess current capabilities and improvement opportunities
  3. 25-point Value Practices Audit to assess optimal areas for Value Management improvement
  4. Value Flow Map Template
  5. Value Decision Framework model in Excel
  6. CX Cost and ROI Model in Excel
  7. Stimulating interaction with course instructor and attendees
  8. Free electronic copy of Jack Keen’s top selling book “Making Technology Investments Successful: ROI Road Map from Business Case to Value Realization” (2nd edition)
  9. List of additional reference material
  10. A complimentary 60 minute “ask the instructor” phone call, within 60 days of course completion

Register Now: Class sizes are limited!

About the Value Academy

• The Value Academy is a training platform
• Uniquely empowering business and IT professionals
• Designed for value practitioners, salespersons, product marketers, and their leaders
• Academy courses are delivered by top instructors in their field.

Course Price: $3000 $2650

Option: New Skill Reinforcement,
90 Day Coaching of 20 hours (+ $3,000)

Find Out More!

Course Categories

Who should take this course?

Program Managers who want to guide teams to program success every step of the way.

Program Business Sponsors who want to understand key actions they and their teams should take to assure optimal value results.

Organizational Change Managers (OCM) who want to strengthen their impact by integrating Value Management into the heart of OCM activities.

Customer Success Managers who want to best prioritize their actions to maximize program success.

Consultants who desire assurance their actions, designs and guidance contributes directly to value enhancement.

Six Sigma Continuous Improvement Advisors who want to demonstrate value results.

Functional, technical design managers who seek understanding of actions they should take to assure solution design optimizes expected business value.

Why take this course?

  • Ensure you have the latest and greatest VM tools, templates and approaches from the best of the best.
  • Learn “tricks of the trade”, not just academics.
  • Get new thinking in the use of value in all phases of the program implementation cycle.
  • Enhance recognization from your professional community.

Course Instructors

Shimon Abouzaglo, Instructor
Shimon Abouzaglo, Instructor

Shimon Abouzaglo, CEO of CVR.Solutions | Founder of The Value Academy

Jack Keen, Instructor
Jack Keen, Instructor


The Value Selling & Realization (VSR) Council is an organization made up of forward-thinking Sales and Corporate executives that operates with a central mission: Maximize value from investments in IT-enabled change by establishing and promoting value management awareness and understanding, standards, practices, and tools that enable technology vendors and enterprise corporate executives to collaborate in developing and executing a “roadmap to value”.

Contact Us

13410 Preston Road
Dallas, TX 75240

Phone: 1.214.709.7613