Service Focused Programme

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Design thinking applied to create excellent CX

Date: Customized

By the end of this course, you will develop the necessary skills to integrate design thinking in your daily business activities and use it to create excellent CX.

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Duration
Customized

Field
Customized

Format
Customized

Institution
Customized

Language
Customized

Price
Customized

Duration
Customized

Field
Customized

Format
Customized

Institution
Customized

Language
Customized

Price
Customized

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Who is the course for?
Customized, from Middle to Senior Management

Benefits & Tools

During this course, you will have the opportunity to develop the CX performer’s mindset necessary to gain and keep the competitive advantage that will lead to excellence, not only in CX.
One of the first transformational forces you will learn about is design: it helps people and organisations imagine, create, develop and implement products or services and particularly experiences that the customers will appreciate and value.
Design and creative thinking skills are already an essential part of any business toolkit and are integrated more and more in all the specific processes.
You will also understand how innovation can be triggered and you will learn a new way of approaching different processes in your organisation, including identifying customers’ needs and transforming them into specifications of the services or products you offer.

Acquired Knowledge & Skills

Design thinking and creative thinking and their application in CX
Developing innovation in organisations: what is innovation and how it happens
Processes that lead to innovation and create excellent CX
The human-centred design
Customer needs and expectations translated into prototypes; prototypes translated into products. Design sprints.
The technology-centred design and digitisation
The mindset of the innovator and its application in CX
Applied design and creative thinking