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.