ACCELERATORS.
COHORTS DESIGNED TO CUT RED TAPE & EMBED CX IN YOUR ORG
PROGRAMMING IS TAILORED TO SOLVE YOUR REAL-WORLD HEADACHES.
Architected to scale healthy, customer-centric strategy, Customer ForensiX accelerators are designed to fit your organization's current needs & priorities into an experiential learning experience.
Receive the tools, plain-talking expertise & peer support needed to carry out strategy tailored to your specific needs.
BUILT TO INCREASE YOUR ORGANIZATION'S COMPETITIVE DIFFERENTIATION.
Do you face issues like these? You are not alone.
RIGHT-SIZED PROGRAMMING + PROFESSIONAL CERTIFICATION, AT THE SAME TIME.
Each cohort type can be partially customized for your team's needs.
01. Right Foundation
Programming Objectives
- Leading CX When No One Truly Understands What It Is
- The Difference between CX, Customer Success and Customer Service
- The Unnecessary Mistakes Companies Make that Cost $ & Credibility
- Identifying Your Organization's CX Maturity
- Early Goals, Planning & Activities
- What to Audit, Internally, to Assure Sophisticated, Practical and Appropriate Implementation
- Using Advanced Customer Experience Strategy for Agility
- Set Expectations with Leadership on Strategic Planning, CX Roles, Responsibilities, Authority Levels & Budget Projections
- Creating Your Customer Leadership Playbook
- The 5 Financial KPI's that Impact Revenue through CX Strategy
- The Financial Gains, Benefits and Necessary Activities by Department
- Early Governance Planning
- Existing Research Review
- Activation Plan + Certification Delivery
Best fit for those who:
- Need thoughtful planning curriculum & tools
- Are entering the field from marketing or customer success & want to move up or take on CX as a new area
- Are experienced, but who are launching CX with an organization early on or that has experienced missteps
The Right Foundation Accelerator should be limited to 8 seats, creating an intimate, safe atmosphere, with time for each participant to share and gain maximum value.
Outcomes
Avoid dramatic mistakes, costing unnecessary delays, credibility & money when starting
Deliverables:
- Discovery & CX Audit
- Goal Setting, Activities & Stakeholder Buy-in Guide
- CX Authority Levels & Reporting
- Research Budgeting Plan
- Advanced Customer Experience Strategy Model
- Customizable Playbook
- Early Governance Canvas
Certification:
- CFX Foundation Certification
Timeframe: 7 weeks
02. Right Traction
Programming Objectives
- 1,000 Bite-sized Talks - Communication & Influence Plan
- Formalizing CX Governance
- Visual & Vibrant - The Secret to Traction in CX
- Current State Assessment & Cleaning Up Your Data
- Advanced Customer Experience Strategy Model
- Create Your One-page Strategic Roadmap
- Research, Feedback & Listening Review + Planning
- Unearthing Loyalty through Key Driver Studies
- CX Metrics - When to Use Them, How to Calculate Each & How to Ensure Integrity in Results
- Frontline Performance & the Last 3%
- Removing Dissatisfiers & Traffic Managing Pain Points
- Leverage Plan + Certification Delivery
Best fit for those who:
- Have ramped up and are looking for how to influence others toward organizaitonal change
- Are not yet seeing financial wins for their efforts
- Are stuck removing dissatisfiers and reviewing surveys
- Need to create a strategic roadmap with leadership buy-in
- Need intricate detail on how to improve financial KPI's with CX Strategy
The Right Traction Accelerator should be limited to 8 seats, creating an intimate, safe atmosphere, with time for each participant to share and gain maximum value.
Outcomes
Gain inluence, create your strategic roadmap, start research programs & show dramatic results
Deliverables:
- Communication Plan
- Current State Assessment
- Advanced Customer Experience Strategy Model
- Loyalty Driver Study Canvas
- Strategic Roadmap
- CX Metrics Calculator
Certification:
- CFX Traction Certification
Timeframe: 8 weeks
03. Right Saturation
Programming Objectives
- I've Got 99 Problems... What We Got Wrong
- Advanced Customer Experience Strategy Model
- The Customer Journey & Experience Design - SIGNIFICANT...
- Aligning Design with Training
- Reduce Churn with The Service Recovery Index & Attributes
- Segmentation, Research & Personalized Marketing
- Formal Customer Lifetime Value Plan - 'The Love Quad'
- Metrics Auditing, Tracking & Executive Dashboards
- Involvement in Annual Strategic Planning & Budgets
- CX Contingency Planning - What to Step Back During a Crisis
- Board Reporting: Readiness, Accuracy & Gravitas
- The CXO, CCO & Fractional Execs
- Saturation Plan + Certification Delivery
Best fit for those who:
- Are experienced (3-5+ years, depending on size of organization) in CX implementation
- Work in complex organizations
- Feel high pressure for bigger and bigger results
- Are involved in planning and using research, metrics & full-loop feedback
- Want to connect with other leaders to solve problems
- Want to move to the CCO or CXO level
The Right Saturation Accelerator is limited to 7 seats, creating an intimate, safe atmosphere, with time for each participant to share and gain maximum value.
Outcomes
Create long-term competitive differentiation and organizational endurance because "It is in our DNA".
Deliverables:
- Advanced Customer Experience Strategy Model
- Align & Design
- Service Recovery Index
- Service Recovery Plan
- The Love Quad (CLV)
- CX Contingency Canvas
- The C-Level Report (CCO / CXO)
Certification:
- CFX Saturation Certification
Value Add:
- Monthly Q & A welcome to any cohort graduate for 6 months.
Timeframe: 8 weeks
PROVIDE PROFESSIONAL ADVANCEMENT FOR YOUR TEAM.
In three cohorts, Customer ForensiX will educate your team, elevate their skills & experience + do it within your organization's framework. When individuals complete all three accelerators, they will be certified as a Master of Customer Experience.
Digital accreditation badge & certificate provided through Accredible.
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