CDM’s Exclusive Corporate Program provides a Full Program (8-hour or full-day) or a Pocket Session (4-hour or half-day).
ABOUT THIS COURSE
The most important thing in the modern age is a customer’s experience. The customer’s opinion and experience can be the difference between a successful and unsuccessful business. It affects the company’s reputation as well as revenue. That is why it is crucial to get the customers involved in designing their own experience.
With this in mind, CDM has created a learning structure that puts the customer front and center. Learn how to develop solutions, applications, and journeys that meets your customer’s needs.
This is an exclusive, in-house learning experience on Customer Experience. You can choose between a full or 8-hour-long session or a half-day or 4-hour-long session based on your team’s needs.
OBJECTIVES OF THIS PROGRAM
FULL PROGRAM (8-HOUR-LONG SESSION)
By the end of the session, the participants will be able to design an optimized customer experience map for a given or chosen case
POCKET SESSION (4-HOUR-LONG SESSION)
By the end of the half-day session, the participants will be able to identify action points that they should implement, improve, or invest on.
RECOMMENDED FOR
Teams who are looking to create solutions and offerings that prioritize their customer’s needs.
SYLLABUS
Full Program (FULL-DAY, 8 HOURS)
- Identifying User Personas
- User Personas
- Extreme and Middle Users
- Empathy Map
- Empathy, Observation, and Judgment
- Empathy Work
- Service Blueprint
- Spotting Opportunities
- Revisiting the Service Blueprint
- Identifying Crisis Points
- Prototyping
- Prototypes Explained
- Prototype Development
- Prototype Testing Design
- Sharing of Prototype Learnings
- Valuation of Solutions
- Three Lenses for Solutions
- Experience Economy
- Refinement of Learnings
- Presentation of Refined Customer Experience
Pocket Session (HALF-DAY, 4 HOURS)
- Valuation of Solutions
- Three Lenses for Solutions
- Experience Economy
- Refinement of Learnings
- Presentation of Refined Customer Experience
- Identifying User Personas
- Empathy Mapping
- Service Blueprint
- Spotting Opportunities
- Revisiting the Service Blueprint
- Identifying Crisis Points
- Case studies
PROGRAM DESIGN & FORMAT
Choose between shorter (4-hour or half-day) or longer (8-hour or full-day) live online learning sessions to match your team’s preferences and learning pace.
PROGRAM SCHEDULE
Choose the specific dates* that best fit your operations & your team’s availability.
*Subject to CDM Team & SME availability.
STEP 01 | Let us know your schedule restrictions & preferences
STEP 02 | Allow us to check the availability of our faculty and team to match yours.
STEP 03 | Approve and finalize the schedule options we will be sending
CONTENT & CASE STUDIES
Work with the CDM team and SMEs to get the content, case studies, and discussion as close as possible to your industry, category, or business model.*
*Limited to a reasonable extent only. Subject to availability of resources.
INDUSTRY-SPECIFIC CASE STUDIES
Cover and deep-dive into carefully selected case studies that are specific and relatable to your company or brand’s industry.
COLLABORATE WITH ENGAGED EXPERTS
Our industry experts are able to adapt to and interact with different audiences. They will be able to engage with your team at a level the class will be comfortable learning in.
DISCUSS SPECIFIC CHALLENGES
Freely discuss any current challenges with your team along with what will be taught during the sessions and get your answers straight from the experts.