On completion of this programme, you will:
- Understand how to put the customer at the heart of the company’s vision, mission and strategy
- Have developed an understanding of the customer experience and their complete journey through the service or product offering
- Learn how to analyse and interpret the external context and competitive environment
- Be able to look through the lens of both customer experience and leadership skills to develop personal growth in both of these important areas
- Understand the current customer journey along with their needs and expectations
- Be able to build an effective people strategy; learning how to recruit, manage, and develop teams to enhance the customer journey
- Be able to develop a holistic overview of the customer journey, allowing a greater understanding of the importance of measurement, analysis and a sustainable continuous improvement environment.