Effective Customer Experience Management Program

The program is designed for professionals across various industries who are responsible for managing customer interactions and satisfaction. This includes CX managers, team leaders, customer service representatives, marketing professionals, sales executives, and anyone involved in shaping and delivering exceptional customer experiences.

Program Overview

The Effective Customer Experience (CX) Management in  Program aims to equip participants with the essential skills, knowledge, and strategies to manage customer experiences effectively.

This comprehensive training spans seven modules, each designed to address critical aspects of CX management, including people management, problem-solving, leadership development, productivity enhancement, CX measurement and analytics, and customer communication and engagement.
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Program Objectives

Comprehensive Understanding of CX Management Principles
Develop an in-depth understanding of CX management principles, emphasizing their role in enhancing customer satisfaction and loyalty.
Enhanced People Management Skills for CX Teams
Improve people management skills tailored for CX teams, emphasizing effective communication, motivation, and empowerment strategies.
Strengthened Problem-Solving Abilities for CX Challenges
Enhance problem-solving abilities specific to CX challenges, focusing on critical thinking, analytical skills, and effective decision-making.

Program Outline

Module 1: Introduction to CX Management
  • Understanding the importance of CX management
  • Overview of key concepts and strategies
  • Role of CX in driving customer satisfaction and loyalty


Module 2: People Management in CX
  • Developing essential people management skills
  • Effective communication techniques
  • Strategies for motivating and empowering CX team members


Module 3: Problem-Solving in CX
  • Introduction to problem-solving frameworks
  • Enhancing critical thinking and analytical skills
  • Practising effective decision-making and conflict-resolution techniques


Module 4: Leadership Development in CX
  • Identifying and nurturing leadership potential within CX teams
  • Cultivating a customer-centric mindset and fostering innovation
  • Strategies for leading cross-functional CX teams and driving organisational change


Module 5: Productivity Enhancement in CX
  • Time management techniques for maximising efficiency in CX operations
  • Prioritisation strategies to focus on high-impact CX initiatives
  • Implementing tools and technology to streamline CX processes and workflows


Module 6: CX Measurement and Analytics
  • Understanding the importance of data-driven decision-making in CX management
  • Overview of key CX metrics and performance indicators
  • Utilising analytics tools and techniques to assess and optimise CX performance


Module 7: Customer Communication and Engagement
  • Effective communication strategies for delivering exceptional customer experiences
  • Building meaningful relationships with customers through personalised interactions
  • Leveraging omnichannel communication channels for seamless customer engagement

Meet the Facilitator:
onome deBBie akwara

deBBie akwara is a globally recognized multisector organizational transformation expert, a certified management consultant, a certified experience management professional (XMP), a top 100 global multidisciplinary thought leader (2023), a 4-time globally recognized CX thought leader, a Pan-Africanism CX advocate and a leading CX entrepreneur & educator in Africa.

She the chief executive officer at the Edo Specialist Hospital leading its 2.0 Transformation agenda. She is also the founder/CEO at Niche Customer Experience Group; an integrated CX management advisory, training and solution provider in Africa on a mission to grow businesses in Africa one CX at a time using Africa inspired structures, frameworks and methodologies.

Prior to Niche, she led CX success in the banking, telecommunications & education. Overall, deBBie has 20+ years of multi-sector experience. CX successes she's recorded by designing and deploying VoC programs included but not limited to an increase in;
  • product adoption by 2567%
  • industry customer service ranking by 18.7%
  • 30% improvement in contact centre quality management performance
  • revenue generation from CX of up to NGN300 million.

As an advocate for CX education in Africa, deBBie (via Niche Institute of CX & Innovation) launched Africa's 1st globally recognized CX certification courses in partnership with the Institute of Customer Management, UK. The courses are a trio of certifications for Frontline employees (CSEE), business managers (CCEM), leaders (CCEP) & CX-related consultants (CCEPR).

deBBie is on a mission to grow businesses one CX at a time across and build the CX management capabilities of professionals in Africa that will drive business growth and increase profitability.

In 2020/21/22/23, deBBie was recognized as a top 100 global multidisciplinary thought leader i.e. customer loyalty, customer experience, education technology, project management, design thinking and business strategy.

In 2022/23, she was recognized as a top 50 thought leader in Africa.
She is an author, a mom, humanitarian & is always looking for new opportunities to learn about CX, connect with professionals & impact the practice of CEM in Africa & globally.

Other Information

Target Audience

Professionals across various industries who are responsible for managing customer interactions and satisfaction. This includes CX managers, team leaders, customer service representatives, marketing professionals, sales executives, and anyone involved in shaping and delivering exceptional customer experiences.

Location

Lagos, Nigeria (in-person training)

Program Fee

  • Early Bird Fee NGN264,000.00 (ends April 30th)
  • Regular Fee NGN280,000.00
  • Group booking discounts available for up to 5 people

Date & Duration

  • May 27th - 29th 
  • 9 am to 3 pm daily
  • 3 days

For group bookings and enquiries email hello@nichecx.com

Thank you!
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