Operational CEM Certification Practical guidance for your customer experience journey In an increasingly competitive and transparent market, it’s more important than ever to deliver a differentiated customer experience. Behind the scenes of companies where customer experience is a true differentiator, there is an entire engine and infrastructure that makes it all possible. The Medallia Operational CEM Certification provides you and your team with a proven approach to: Align your organization’s resources to Become a more agile organization win and grow customers that learns and improves faster Achieve new levels of operational and Capture profitable growth and executional effectiveness customer experience improvements in parallel MEDALLIA MEDALLIA.COM Medallia Institute Why Attend? Learn how leading companies embed the voice of the customer in daily operations Build an action plan to take your company to new levels of customer centricity Apply practical frameworks and approaches to your company’s unique challenges Earn recognition and get certified as a customer experience expert Develop skills for driving positive internal change Who Should Attend? If you are responsible for your company’s customer experience program, this course is for you. Join the more than 500 customer experience leaders who have earned certification. Course Curriculum See Yourself as Customers Do Organizations tend to see themselves through their own teams and processes. The first step to customer centricity is to take your customers’ perspective and understand your business based on what they are trying to accomplish. Clearly seeing the customer’s journey allows you to design a listening approach that engages both customers and the internal stakeholders who deliver the experience. Put your learning into action: Map the key journeys that customers have with your brand Collect feedback that reflects your customer base Identify appropriate times to ask for feedback during the customer journey Select feedback channels that maximize ease and relevance for the respondent Explain the benefits of using one shared source of customer experience data Wire Customers into Every Decision Getting feedback is meaningless if you don’t act on it, and a single team looking at the data isn’t enough. Since all business decisions affect the customer, every team in your organization needs relevant customer data tailored to their specific needs. When you augment customer feedback with customer data from internal systems, you expand your entire organization’s ability to make decisions that improve the customer experience and your company’s bottom line. Put your learning into action: Link individual pieces of feedback to employees responsible for the experience Identify internal sources of customer data that can enrich customer feedback Evaluate gaps in customer-feedback adoption across internal teams Design an approach to link customer experience metrics to financial impact Assess business requirements to tailor the presentation of data to the specific needs of each role MEDALLIA MEDALLIA.COM Drive Accountability at all Levels Accountability is about more than just putting the customer first. It’s about delivering experiences that are wins for both the customer and your company. Strong leadership coupled with clear goals and responsibilities will focus every team on a common vision. Leverage this focus to empower all levels of the organization to respond to customer feedback, surface underlying issues, and share learning. Put your learning into action: Motivate executives to use customer experience as a key part of their business strategy Design an effective front-line process to respond systematically to customer feedback Establish clear responsibilities, goals, and success metrics Empower team members with training and on-the-job coaching Design cultural or monetary incentives that reinforce performance Innovate Continuously at Scale As companies get larger, they can lose some of the agility required to respond swiftly to evolving customer needs. But this isn’t inevitable. Companies can drive continuous improvement by combining robust analytics with a culture that encourages everyone to share new ideas, experiment, and innovate. This allows you to capture profitable growth and customer experience improvements in parallel. Put your learning into action: Evaluate the current customer experience using quantitative data and text analytics Establish a systematic process for observing and learning from top-performing teams Identify improvement opportunities to address underlying root causes of problems Measure the effectiveness of innovations using field testing and customer feedback Use formal and informal communications to solicit employee ideas for improvements and innovations “I took away some very innovative tools to assess the effectiveness of our long-standing program. Our executives were excited about the enhancements and the program team was energized and motivated.” KIM PALENIK MEDALLIA Verizon Enterprise Solutions MEDALLIA.COM Get Certified After completing the course, join an elite group of certified customer experience experts by successfully passing the Medallia Operational CEM Certification exam. The exam is offered online following the course. How to Register Visit the Medallia Institute website to view upcoming class locations, pricing, and registration details. Special pricing is available for groups of three or more. Registration questions? Contact Rachel Nagrecha at: [email protected] institute.medallia.com About Medallia Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance. Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and actions everywhere—from the C-suite to the frontline—to improve the customer experience. Founded in 2001, Medallia headquarters are in Silicon Valley. Medallia has offices in New York City, London, Sydney, Melbourne, Hong Kong, and Buenos Aires. 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