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For ad-hoc CX advisory, hire an expert for two-days

Site Administrator — Thu, 01 Jul 2021 14:26:03 +0000

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For ad-hoc CX advisory, hire an expert for five-days

Site Administrator — Fri, 25 Jun 2021 07:59:48 +0000

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Exceeding-Expectations (five-day workshop)

Site Administrator — Fri, 25 Jun 2021 06:50:33 +0000

The phenomenal rate at which organisations are embracing digitisation for routine and repetitive transactions is unprecedented. Kudos to all the determined software engineers and technology masterminds who have pioneered thriving industries in the wide-spread adoption of machine learning, artificial intelligence, and hyper-automation.

Customers are truly spoilt for choice with connected apps that are within an arm’s length away. A few keystrokes on the closest keyboard and the world wide web provides us with a plethora of self-service options. In this modern world of automation, human-intervention has inconspicuously been reserved for ‘exceptions’ and this phenomenon has gradually become the new norm.

As a customer, how often does this leave you feeling helpless in your time of need?
As a business, what are you doing to avoid disappointed customers?

For this collaborative (two-part) five-day experience design workshop, we will –

Customer Journey Management

• explore the current state of a single, end-to-end customer journey;
• unpack customer perceptions, pain points and moments of truth along that journey;
• align organisational objectives and capabilities of technology to customer wants, needs and expectations; and
• develop an ideal customer journey that enables seamless articulation of intended experiences across all points of customer interaction.

Service Blueprinting

• co-create a simple, easy-to-understand, chronological graphical representation of inter-connected dependencies, necessary to deliver human-centred experiences that consistently exceed customer expectations.

Your customers are drawn to your brand by the perceived value, personal benefit, and human experience of using your product or service. Whether your organisation is a B2B or B2C company, your brand is continuously delivering experiences at every point of customer interaction, through all available customer touchpoints, either in-person, on-call or via digital platforms.

If these experiences enrich the everyday lives of your customers, they will be back for more and how you incorporate these technologies into the end-to-end customer journey is equally important.

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Understand-Your-Brand (two-day workshop)

Site Administrator — Fri, 25 Jun 2021 06:34:10 +0000

It was Mark Fields – former CEO at Ford Motor Company that made revolutionary, modern management consultant, Peter Drucker’s iconic quotation world-famous: “Culture eats strategy for breakfast,” they said. We disagree!

Company culture can best be described as the shared values and belief systems from which an organisation gains its character. Firmly rooted in the hearts and minds of its employees, culture is having a common mindset that influences internal behaviour of similar sorts – to produce business outcomes that are both manageable and on-brand. But, where does this begin?

For this collaborative, two-day experience design workshop, we will –
• delve into the detailed intricacies of your core brand offerings, brand promises, and brand values;
• create a customer experience strategy that responds to your customer’s varied wants, needs and expectations;
• deploy a globally renowned tool to stress-test our meticulously crafted customer experience strategy for all-round completeness.

At Being Human, we know that a well-rounded customer experience strategy is a critical, multi-functional CX tool that –
• describes the emotional response your brand intends to elicit through its interactions with customers;
• steers adequate resources towards prioritised CX projects to enable seamless articulation of intended experiences across all customer touchpoints;
• guides employee attitudes and behaviors towards targeted delivery of branded and differentiated experiences that consistently exceed customer expectations.

How did Zappos become one of the world’s most customer-centric brands?
Their culture of customer-centricity was developed around their CX strategy, “To Live and Deliver WOW.”

What will your organisation’s CX strategy be?
Book us now to find out!

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Know-Your-Customer (three-day workshop)

Site Administrator — Fri, 25 Jun 2021 05:41:07 +0000

Do you REALLY know your customers?
Do your internal teams share a common understanding of your customer’s wants and needs?
How much would it help if all employees were aware of what motivates, or frustrates specific customers?

Former Harvard Business School professor and author of “The Innovator’s Dilemma,” Clayton Christensen is the architect and the world’s foremost authority on ‘disruptive innovation’ – a theory through which he successfully contested that without actually understanding the human needs of users of products and services (jobs to be done), brands will simply not innovate!

For this collaborative, three-day experience design workshop, we will –
• engage internal, cross-functional teams from customer-facing and non-customer-facing environments;
• expose the functional, social, and emotional dimensions that explain why your customers make the decisions they do (jobs to be done);
• deploy globally accepted, best practices in customer experience to guide your teams in the creation of up to FOUR brand-specific customer personas.

Validated customer segmentation by attitudes, beliefs, and behaviors has proven to be an enormously successful driver for the personalisation of products and services. And, highlighting frequently used touchpoints for each customer segment will empower your teams with the necessary customer intelligence to deliver targeted, human-centered experiences that consistently exceed customer expectations.

So, what are you waiting for?
Book now!

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Ian Golding’s two-day CX Masterclass (online)

Site Administrator — Thu, 27 May 2021 09:03:42 +0000

Are you looking for credible validation for your numerous years of hard work and experience in CX?
Would you like to demonstrate greater knowledge, understanding and confidence as a subject matter expert in customer experience?
Would you like to learn the latest tools, techniques and methodologies of global best practices within the customer experience profession?

Book your seat at Ian Golding’s legendary two-day CX Masterclass – live and online in South African Standard Time (GMT+2) and at unbeatable prices that you simply cannot afford to miss! Ian Golding is an inaugural director and founding member of the Customer Experience Professionals Association (CXPA), the author of “Customer What? The honest and practical guide to Customer Experience,” a certified Lean Six Sigma Master Black Belt and the CXPA’s first ever ‘Recognised Training Provider.’

Day 1

The Role of the Customer Experience Professional
Customer Experience Transformation
Customer Experience Frameworks
Customer Experience Strategy
Customer Personas and Employee Heroes
Empathy and ‘Thinking like a Customer’
Brand Proposition/Purpose
Introduction to Customer Journey Management

Day 2

Level 1 Customer Journeys
Customer Experience Measurement
Customer Experience Improvement – Lean
Customer Experience Improvement – Design Thinking
Digital Customer Experiences
Creating a Customer-Centric Culture
The Final Challenge
Introduction to CCXP Exam Prep Workshop

You will be spending two-days in the company of the most profound subject matter experts on customer experience. You will participate in online learning activities and exercises that delve into the intricate science of CX. Have your burning customer experience questions answered in real-time by a globally renowned CX authority and immerse yourself in global case studies that explore the full spectrum of the customer experience profession.

All attendees will be eligible for exclusive discounts on their CXPA membership and CCXP exam fees.

Don’t wait until it’s too late.
Seats are limited.
Book now!

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Ian Golding’s CCXP Exam Prep (online)

Site Administrator — Thu, 27 May 2021 09:03:31 +0000

Are you looking for global and professional recognition for your knowledge and expertise in Customer Experience?
Are you planning on taking the Customer Experience Professionals Association (CXPA)’s Certified Customer Experience Professional (CCXP) exam?

Book your seat at Ian Golding’s legendary CCXP Exam Prep workshop – live and online in South African Standard Time (GMT+2) and at unbeatable prices that you simply cannot afford to miss! Ian Golding is an inaugural director and founding member of the Customer Experience Professionals Association (CXPA), the author of “Customer What? The honest and practical guide to Customer Experience,” a certified Lean Six Sigma Master Black Belt and the CXPA’s first ever ‘Recognised Training Provider.’

Agenda

How to apply for the exam (if you haven’t done so already)
Understanding the CXPA’s six core competencies of customer experience
The CCXP exam methodology
A review of sample questions for each competency
Ian Golding’s advice on approaching the CCXP exam
Continuing professional development beyond the CCXP accreditation

Ian Golding has worked with, guided, and inspired CCXP candidates in over 40 different countries and has mentored CX professionals to become Certified Customer Experience Professional (CCXP)’s on almost every continent. Gain the necessary confidence to pass the exam on your first attempt. Reduce the likelihood of the additional costs and inconvenience of re-applying and make the entire process of earning the coveted CCXP credential more rewarding.

All attendees will be eligible for exclusive discounts on their CXPA membership and CCXP exam fees.

Don’t wait until it’s too late.
Seats are limited.
Book now!

The post Ian Golding’s CCXP Exam Prep (online) appeared first on Being Human.

Customer Experience Maturity Assessment

Site Administrator — Thu, 22 Apr 2021 14:43:12 +0000

Bain and Company found that 80% of brands believed they delivered extraordinary experiences, but only 8% of their customers agreed. In their research, they further established that a staggering 70% of organisations failed to maintain effective, closed-loop, customer feedback mechanisms to understand their customer’s needs, and only 30% of companies prioritised CX improvements to enable delivery of ‘superior’ customer experiences.

More recently, Forrester produced ‘The State of CX Maturity Report, 2019’ and found that a whopping 81% of brands had stagnated in customer experience maturity. They also revealed that 91% of organisations had let their employees down with inadequate resources to deliver intended customer experiences, and 85% of brands actually wasted resources on improving the wrong customer experiences.

At Being Human, we intend to bridge this experience gap by designing human-centered experiences that exceed customer expectations. Using our Customer Experience Maturity Assessment, we will guide you through five stages of CX maturity to develop a comprehensive customer experience ecosystem that demonstrates the true value of customer-centricity.

Toddlerhood
Childhood
Teenager
Adolescent
Adulthood

To accurately gauge your organisation’s stage of CX maturity, take our customer experience maturity assessment and identify your brand’s CX strengths and weaknesses, scored across the six core competencies of customer experience.

Customer Experience Strategy
Experience Design, Improvement, and Innovation
Organisational Adoption and Accountability

Customer-Centric Culture
Voice of the Customer, Customer Insights and Understanding
Metrics, Measurement and Return on Investment

You will receive a personalised report that highlights your customer experience maturity score and your relevant stage of CX maturity. We then dissect your CX maturity score into its granular components – the six core competencies of customer experience, to illustrate areas of improvement. And, we will also include recommendations on how we can help you advance to the next stage of customer experience maturity.

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