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Leadership Development Institute at Eckerd College (LDI) & Center for Creative Leadership (CCL)

Transforming the Customer Experience Program

How to Build Lifelong Customer Relationships Through Innovation

Transforming the Customer Experience focuses on a highly effective two-step process:

  • Exploring the impact of customer experience on your positioning and strategic plan
  • Discovering the perspective and insight of your customers through assessment and Journey Mapping

This program has the exciting potential to help organizations

  • Increase revenue
  • Strengthen customer loyalty
  • Expand market share
  • Generate customer referrals

Program Details

Transforming the Customer Experience Program
Fee: $1695/Per Person

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Why Enroll?

Learning Objectives and Who Should Attend

CX Program Details

Program Outline, Dates, Location and Pricing.

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How Can you Transform the Customer Experience?

While big name success stories (Uber, Disney, Zappos) are heralded in business media, most organizations focus on incremental improvements to efficiency and service instead of fundamental innovation of the entire end-to-end customer experience. How can your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth?

Learning Objectives – Transforming the Customer Experience Program

How can your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth? This course is designed to help your business leaders envision innovations that not only delight the customer but also have dramatic impact on your value proposition, strategic goals and revenue.

Attendees will

  • Develop the techniques to lead organizational change and creativity
  • Identify opportunities to enhance the customer experience and increase customer loyalty
  • Learn how to evaluate customer experience alternatives and prioritize solutions effectively
  • Understand the Kano Analysis of customer satisfaction
  • Walk away with an organizational Customer Value Assessment Matrix and System Map
  • Develop a Current State Customer Journey Map and build their Future Customer Journey Map

Regardless of industry or organization, this customer experience program is appropriate for any manager who believes in the value of a customer relationship.

Who Should Attend? – Transforming the Customer Experience

This is a customer experience management program that will help you innovate processes and redefine both the customer experience and your organization’s competitive position in the marketplace.

This program is appropriate for individuals in the following roles:

  • Executive-level management (CEO, CIO, CMO, COO)
  • Service/product line leaders
  • Marketing leaders
  • Information technology leaders
  • Senior leaders who own the customer relationship
  • Customer service leaders and customer relationship managers
  • Members of a supply chain, IT or process transformation team
  • Business process owners
  • Brand managers
  • Business analysis managers

Program Outline – Transforming the Customer Experience

Strategic Innovation

  • Operational excellence, customer intimacy and growth
  • Value of lifelong relationships
  • Branding and market position
  • Customer relationship management
  • Who is the customer?
    – Personas
  • Capturing the voice of the customer
  • What does the customer value?
    – Customer value assessment matrix
  • Loyalty drivers
  • Mapping your proposition versus the market’s
  • Value curves

Rethinking the Customer Experience

  • What do they think, feel, want, need?
  • Customer journey mapping
  • Identifying moments of truth
  • Understanding emotional engagement
  • Aligning the business process with the customer journey
  • Identifying opportunities
  • Creating a new value curve

Process Innovation

  • Thinking outside the box
  • Innovation drivers
  • Mapping high-level solutions
  • Evaluating alternatives
  • Kano model
  • Envisioning the new customer journey
  • Defining the new value proposition
  • Quantifying the business impact of the new Customer Experience
  • Packaging the big idea for approval


$1695/Per Person

$2495/Per Person to attend this program and Creating a Customer-Centric Culture (July 26 – 27, 2018).

Volume discount available for companies registering 3 or more individuals.


Transforming the Customer Experience Program

Custom and On-Site Customer Experience Training Options

In addition to open-enrollment offerings, we also deliver Customer Experience training programs exclusively for a group or team within a single organization. All courses can be offered on a contract basis and may be tailored to fit your exact organizational needs. Contact us at 800.753.0444 or for more information.

Have a question?

Contact us at 800.753.0444 or

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Orion Development Group - Customer Experience Training Programs

Presented in partnership by Eckerd College and Orion Development Group.