Customer Experience in New Digital Times (Live Online)

Customer Experience in New Digital Times (Live Online)
November 23rd, 2020

Overview

Why attend this programme?

Put Customers at the Core of Everything and Engage in New Ways

Interactions between businesses and customers have drastically changed since the emergence of digital technologies and channels, social media, smart phones: more choice and power is given to any connected individual. Consequently, it's not anymore about businesses only who define their value and the rules of the game, it happens more and more in the interaction and cooperation with customers.
Business markets are not anymore about abstract segments but individuals and networks who contribute to building business success and spreading the word around. Their attention and willingness to interact with your business in positive ways become precious. Further, in times when technology allows to deliver, experiment and measure unique experiences at scale, the competition game becomes about customer experience and hyper customisation at scale: delivering the feeling that any individual interacting with your business is treated in a unique empathetic way where that person can act and decide.

So, to sustain business nowadays, all business managers and all employees need to put customer experience as a strategic priority, not making it another buzz word, but a tangible reality from the way they think into all that they do with their peers. They need to reconfigure operations and interactions, not around their organisation, but truly around customers and their networks.
To achieve that, decision makers and business managers need first to build and share a common language, frameworks, and a culture with their teams.mFurther, they need to master not only the models and new setups but also they need to understand the new ways and digital platforms that are available to build and deliver that customer experience at scale across their business.

Who should attend?

This programme is relevant for decisionmakers and operational managers who have direct or indirect interactions with customers and who want to:

  • understand in deep details how far customer experience is beyond the buzz a strategic priority for companies to sustain their business
  • rethink their current setups, governance, culture models, practices and put customers more to the core of their business, augment customer experience
  • gain a broad view of key customer experience concepts and new approaches articulate learnings and frameworks into the design of action plans for their
  • business
  • gain insights into new strategies and good practices across multiple industries, confront their views with high level perspectives, to prepare for new moves

How will you benefit?

The Key Benefits for you:

  • Picture on a high level the new dynamics that rule customers behaviours and interactions with your business
  • Get an overview of the building blocks of augmented customer experience
  • Go into the details of each block to understand how to apply to your business
  • Get inspiration from multiple business cases across various industries
  • Unleash your mind beyond usual thinking with other people in the class
  • Take advantage of new concepts and thought provoking ideas
  • Benefit from models, tools and immediate feedback to help your change
  • Apply the learnings to your own organization, leave with new action points

Why is this programme different?

  • This programme bridges the gap between the worlds of business and academics. With business cases across multiple industries and models, it connects strategic and pragmatic views to support in your decisions and transformation design.
  • You benefit from intensive feedback and cross-industry practice.
  • A mix of speaking, interactions and cases makes it a lively session into new inspirations for your business.

Programme Details

What will you learn and practice?

This 4 online session programme is pragmatic and interactive. 

New trends shaping the need for new approaches

  • Customers as decision makers, contributors, pilots
  • Customers as communities, business networks
  • New digital interactions and customer pathway

Building blocks for CX transformation

  • Vision, governance, culture and people
  • Channels, content and interactions
  • Platforms and tools, measurements

Customer profile and behaviours mapping

  • Customer persona mapping
  • Customer touch points mapping
  • Customer journey mapping

Four generic strategies to achieve more

  • Centricity: customers at the core of all activities
  • Connection: become part of their daily life
  • Collaboration: engage in new relevant value
  • Mass customisation at scale

Collaboration around augmented CX

  • ​​​​​​​CX culture from C-suite across entire organisation
  • Platforms and tools for your augmented CX
  • Good practices, case industries

New business metrics for CX

  • Customer measurements at the core
  • What key metrics, how to articulate
  • What platforms and tools

Redesigning your marketing-sales engine

  • Building blocks for a digital world
  • Closing the loop between marketing and sales
  • Automating interactions with customers, tools

Practice case: readiness check into next steps

  • Take the assessment
  • Into scorecards
  • Your next steps plan

Practical Information

How many sessions will I attend? How long are the sessions?

Depending on the programme, you will attend 3 or 4 sessions which will each be a few days apart.

The sessions are 3 hours long, with a 15-minute coffee break.

What do I need to do in order to connect to the sessions?

We want you to feel completely comfortable and ready to go, so we’ll email you before your scheduled course and give you all the information you need about the simple set-up process.

Will I get a certificate at the end of the programme?

After successful completion of the programme, participants will be awarded an MCE Certificate. In order to qualify for this certificate, participants must register for and attend the programme using their individual log-in ID for the entire duration of the sessions. Speaking in the sessions via individual VoIP connection and participating in all of the chat, polling, and breakout exercises is required. Archived recordings or groups attending through one computer/connection do not qualify for the certificate.

Questions?

View our Frequently Asked Questions (FAQ) for Live Online programmes.

The MCE Team is ready to answer any questions you have. Please contact us by phoneemailcontact form or even website chat. We would be happy to talk to you!

Testimonials

“ It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

Agata Kulik, Product Manager Special Salts, Jungbunzlauer Ladenburg GmbH, Germany

 

“ Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

Andreas Armenat, Head of Production, GO Generics & Standard Solutions, Fresenius Kabi AG, Germany

 

“Very interesting topics, international and multicultural environment. Very professional coach.”

Alessandro Foresio, Vice President, Logic S.p.A., Italy

 

“The subjects covered were extremely relevant and gave input to my personal development.”

Rosa Karen Schmidt, Senior VP-Assistant, Novo Nordisk, Denmark

FAQ

ABOUT MCE’S LIVE ONLINE PROGRAMMES

What are MCE’s Live Online programmes?

MCE’s “Live Online” programmes, powered by AMA, are live, interactive, trainer-led courses that are completely user-friendly and accessible from your office or home PC. They’re the perfect time-saving alternative when you want training but can’t get away from the office. Live online sessions use Voice-over Internet Protocol (VoIP) technology and Adobe® Flash® Player which means facilitator and participants communicate over the internet using a USB Headset with microphone to speak and listen to each other during the sessions.

 

Who facilitates MCE’s Live Online programmes?

A member of our expert faculty of business professionals will lead your programme. Beyond our course leaders’ experience in business training, they are specially trained to present our high-quality content in an engaging, live online format.

 

What will I do during the Live Online sessions?

During the Live Online sessions, you will interact with the facilitator and with other participants using voice (VoIP) and text-based chat, as well as a range of sophisticated, yet easy to use, audience participation tools such as polls, whiteboard, etc.

Throughout the programme, you will engage in discussions and experiential activities based on realistic workplace scenarios, including practical exercises and role play in breakouts, as well as individual and group debriefs.

During the breakout exercises, you will have a unique opportunity to discuss challenges and apply skills in concrete practical situations, while receiving significant feedback from others.

 

What are the technical requirements for my computer?

The sessions are delivered via an Internet Explorer browser session using Adobe Acrobat Connect. Internet Browser and other technical requirements are available by clicking here.

 

Why can’t I join on a tablet or mobile phone?

Using a desktop or laptop computer is required in order to experience all the features and interactions during the programme. We strongly recommend against using tablets or mobile phones. Click here to check the technical requirements for your computer.

 

Can I join on Wi-Fi?

We strongly recommend joining the sessions through a wired internet connection. Please note that Wi-Fi, Blue tooth and mobile wi-fi are all unstable and cause a deteriorated experience not only for the affected participant, but for the entire group as well, including audio drop, disconnection from the rooms and delays in the interaction.

 

Why do I need a headset?

An appropriate computer headset with built-in microphone is required in order to attend Live Online sessions. A headset with a microphone will allow you to hear and be heard comfortably. Connecting with the computer’s built-in audio may create echoes affecting the whole group experience, therefore we strongly recommend against it.

Your headset should have the following characteristics:

  • USB connection, with plug-and-play capability (i.e., with the software driver included)
  • A built-in microphone with noise-cancelling capabilities
  • Clear digital stereo headphone audio

A good indication that a headset will perform well for our Live Online sessions is a “designed for videoconferencing” or “designed for Skype” label. An example of a headset which has been found to work well with our Live Online programmes is the Logitech h340.

Several colleagues are attending this programme at the same time, can we all join together from the same room/computer?

Because of the various interactions taking place during the session, it is important that each individual participant joins the session on a separate computer, and from a separate room. In order to provide the best possible experience for all participants, we also strongly recommend that you sit in a quiet environment with no background noise (please try to avoid open space work areas).

 

What do I need to do in order to connect to the sessions?

We want you to feel completely comfortable and ready to go, so we’ll email you before your scheduled course and give you all the information you need about the simple set-up process.

 

What are the interactive features used during Live Online programmes?

You’ll be able to speak to and/or electronically communicate with the facilitator and other attendees. You can also share files, view the facilitator’s desktop, ask questions, tell the facilitator to speak louder, softer, slow down, etc. (through simple icons). You’ll see what your facilitator is writing, view and hear questions and comments from other attendees, and be able to work in subgroups.  A headset is required for optimal communication throughout the Live Online programme.

 

How far in advance do I need to register for a Live Online programme?

The earlier the better.  That way, you’ll have time to acquire your headset before the first lesson and have plenty of time to do any pre-work, downloading, pre-assessments, etc., that your programme might require. In order to experience the Live Online programme to its fullest, we recommend you register no later than one week before Lesson One.

 

I registered for a Live Online programme; why haven’t I heard from you?

After you register, we will always email you to confirm your registration and provide you with additional information before your first lesson. Occasionally, however, customers may not receive the emails because of their company’s email security settings, a spam blocker, or an incorrect email address. If you registered but didn’t get your confirmation email the day after registration, or an email with your access to the AMA Learning Portal, or your system readiness check email, please notify MCE Client Services at +32 2 543 21 20 immediately. We will make sure you have everything you need before your programme.

 

Will I get a certificate at the end of the programme?

After successful completion of the programme, participants will be awarded a Certificate. In order to qualify for this certificate, participants must register for and attend the programme using their individual log-in ID for the entire duration of the sessions. Speaking in the sessions via individual VoIP connection and participating in all of the chat, polling, and breakout exercises is required. Archived recordings or groups attending through one computer/connection do not qualify for the certificate.

 

What level of English do I need to take part in an MCE Live Online programme?

MCE’s participants come from over 90 different countries but all of our open enrolment programmes are run in English. You need to have a good working knowledge of English to be able to fully participate in the programme and engage in various interactions with other participants. If you have difficulty understanding these questions, the programme might be difficult for you too.

 

Security and Data Privacy

  • Each participant uses a unique, system-generated Login ID via Internet email.
  • Customer data privacy is a key priority for MCE. Maintaining your trust and confidence by handling your personal data securely is of the highest importance to us. For more information about what information MCE collects and how it is used, please read our Data Privacy Policy.

The MCE Team is ready to answer any questions you have. Please contact us by phone, email, contact form or even website chat. We would be happy to talk to you!

Leading Business

Dates & Locations

01 Feb – 04 Feb 21 (Live Online)

22 Mar – 25 Mar 21 (Live Online)

Duration

01 Feb - 04 Feb 21

4 sessions of 3 hours on:
01 Feb, 09:00 – 12:00CET
02 Feb, 09:00 – 12:00CET
03 Feb, 09:00 – 12:00CET
04 Feb, 09:00 – 12:00CET

22 Mar - 25 Mar 21

4 sessions of 3 hours on:
22 Mar, 09:00 – 12:00CET
23 Mar, 09:00 – 12:00CET
24 Mar, 09:00 – 12:00CET
25 Mar, 09:00 – 12:00CET

Price

€2450
excl. VAT*

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