The following subject areas are covered:
Defining what customer-centricity (CC) means to an organisation; a model for CC; understanding why CC is important; aligning CC to strategy and values; determining the entrenchment of CC in the organisational culture; designing customer management; understanding customer empathy; creating context in the design thinking process.
Customer experience management
Understanding how a specific organisation defines its customer experience; applying the ‘Idealise’ design model; assessing organisational design and channel design gaps that are systemic to an organisation’s strategy (including a case study).
The programme will be presented through a virtual platform that includes Moodle and Skype. Throughout the programme the facilitator will be available to guide on academic content. Participants will be required to complete an individual assignment.