2017 Training Catalog - 26

Customer Experience Modeling,
Analysis and Design
Measuring Customer Satisfaction
This course provides
participants with the key
concepts, terms,
methodologies, and
techniques to map, model,
analyze and design customer
experience.
Learn best practices in customer
experience modeling and design.
Gain a thorough understanding of
customer experience management.
Understand how to lead customer
experience modeling and design at
your organization. Learn a
structured approach to
understanding, analyzing and
designing processes to focus on
customer experience.

"I thought the content on the
course was excellent and
really backs up the customer
side of BPM." - Workiva, Inc.

Customer experience is receiving increasing
management attention as organizations
rediscover that it costs far more to acquire a
new customer than to keep an existing one.
With roots going as far back as total quality
management, many B2C and some B2B
organizations are increasing their emphasis on
improving their customers' experience.
An increasing number of firms have mapped
the customer experience or modeled the entire
customer journey. Some have appointed chief
customer officers (CCOs) and/or formed a
Customer Advisory Board (CAB) to serve the
customer more attentively, and some have
appointed a Vice President of Customer
Experience.
This class will help you understand how
delivering customer experience is about more
than just measuring customer satisfaction.
Participants will learn specific techniques such
as customer journey maps and journey
models, customer focused measures and the
use of Net Promoter Score (NPS) to improve
performance for both customers and
shareholders. The importance of shifting
management attention from how an
organization is structured to how the
organization delivers an outstanding customer
experience will be outlined as this involves a
fundamental change in culture. Success
requires attention not only to customer focused
metrics, but also on models, accountability for
managing the customer experience and
reward systems.

WHO SHOULD ATTEND:








Senior Managers in Operations and IT
Business Process Managers
Business Process Analysts
Business Modelers
Business Analysts
Business Architects
Line of business managers

COURSE OUTLINE:













An overview of customer experience
concepts and principles
The case for customer experience
management
CEM and IT
Modeling
o Customer Journey Mapping
o Customer experience
measurement
Customer focused analysis
o Key steps
o Key principles
o Pitfalls and how to avoid them
Customer centric process design
o Key steps
o Key principles
o Design pitfalls and how to avoid
them
Accountability
o The Chief Customer Officer
(CCO)
o The CEM community
Summary

RECOMMENDED PREREQUISITES:
 BPM 101

CUSTOMIZED GROUP TRAINING - FREE CONSULTATION
Training in-house, online, face-to-face or a combination of all three. For details on our customized solutions visit www.bpminstitute.org/group-training

1-DAY FACE-TO-FACE -
1 EIGHT HOUR SESSION
----------------------
Instructor-led virtual classroom
Credits: 6.5 CDU/CEU/PDU credits
Cost: Starting at $895 - login for rates

LIVE ONLINE -
2 FOUR HOUR SESSIONS
----------------------
Live Instructor-led virtual classroom
Credits: 6.5 CDU/CEU/PDU credits
Cost: Starting at $795 - login for rates

ON DEMAND -
6 ONE HOUR MODULES
----------------------
Self-paced, on demand, available 24/7/365
Credits: 6.5 CDU/CEU/PDU credits
Cost: Starting at $595 - login for rates

VIEW THIS COURSE AND SCHEDULE AT www.BPMInstitute.org/Training
1
www.bpminstitute.org/training | US TOLL FREE: (855) 300-2686 | 508-475-0475 | registrar@bpminstitute.org | © 2017 BrainStorm Group, Inc.


http://BPMInstitute.org http://www.bpminstitute.org/group-training http://www.bpminstitute.org/training/courses/customer-experience-modeling-analysis-and-design http://www.bpminstitute.org/training

Table of Contents for the Digital Edition of 2017 Training Catalog

2017 Training Catalog
Brainstorm Events
Member Benefits
Membership
Membership Comparison
Corporate List
Group Training
Live and Online Training
Live Online
On-Demand
Face-to-Face
Ways to Save
Courses and Certificates
Bpm Certificates
Bpm Courses
Business Architecture Certificate
Business Architecture Courses
Soa Certificate
Soa Courses
2017 Training Catalog - 2017 Training Catalog
2017 Training Catalog - 2
2017 Training Catalog - 3
2017 Training Catalog - 4
2017 Training Catalog - 5
2017 Training Catalog - Brainstorm Events
2017 Training Catalog - Membership
2017 Training Catalog - Membership Comparison
2017 Training Catalog - Corporate List
2017 Training Catalog - 10
2017 Training Catalog - Group Training
2017 Training Catalog - Live Online
2017 Training Catalog - Face-to-Face
2017 Training Catalog - 14
2017 Training Catalog - Ways to Save
2017 Training Catalog - Courses and Certificates
2017 Training Catalog - Bpm Certificates
2017 Training Catalog - 18
2017 Training Catalog - Bpm Courses
2017 Training Catalog - 20
2017 Training Catalog - 21
2017 Training Catalog - 22
2017 Training Catalog - 23
2017 Training Catalog - 24
2017 Training Catalog - 25
2017 Training Catalog - 26
2017 Training Catalog - 27
2017 Training Catalog - 28
2017 Training Catalog - 29
2017 Training Catalog - 30
2017 Training Catalog - 31
2017 Training Catalog - 32
2017 Training Catalog - 33
2017 Training Catalog - 34
2017 Training Catalog - 35
2017 Training Catalog - 36
2017 Training Catalog - 37
2017 Training Catalog - Business Architecture Certificate
2017 Training Catalog - Business Architecture Courses
2017 Training Catalog - 40
2017 Training Catalog - 41
2017 Training Catalog - 42
2017 Training Catalog - 43
2017 Training Catalog - 44
2017 Training Catalog - Soa Courses
2017 Training Catalog - 46
2017 Training Catalog - 47
2017 Training Catalog - 48
2017 Training Catalog - 49
http://www.nxtbookMEDIA.com