CX Workshops

CX workshops, practical and interactive, from insight to action

Choose the CX Workshop that suits your business needs

We build tailored CX Workshops in line with your goals

CX Workshops will guide you to deliver the best Customer Experience

How do you know where and what you want to get to unless you don’t know where you are now?

It’s about achieving your business objectives and becoming the brand your customers love. This is what Cemantica’s Customer Experience consulting services bring, to get you on your growth path we devised practical Customer Experience Workshops.

Strategy

What is our brand promise?

Step #1

Personas

Who are our customers?

Step #2

Journeys

How do customers experience the relationship?

Step #3

VoC

What do customers expect and need from us?

Step #4

Measurement

What is the return on investment related to CX?

Step #5

Culture

Are our employees customer-obsessed?

Step #6

Customer Experience consulting services methodology

Cemantica Customer Experience consultants have put together a series of interactive and practical Workshops to work with your team to pinpoint your current readiness to embrace a Customer Experience strategy, through to the steps you will need to take to realize your customer-centric ambitions.

Why Cemantica?

Through our time and experience with global companies of all shapes, sizes and “CX-maturity”, we have devised a step-by-step approach to give you time and space to work towards the ability to deliver great customer experience.

CX maturity assessment

Organization

CX strategy

Brand values

Root cause analysis

Customer feedback collection

Customer journey mapping

Build personas

Solution ideation

Action plan

Project execution

Measurement

Which CX Workshop is right for your company?

With you every step of the way

Not only will participants have insightful conversations and sessions with our CX consultants over the course of each day, but we provide you with reports and recommendations as firm deliverables to take you to the next step and for internal discussions.

Cemantica’s innovative Customer Experience technology combined with a unique customer-centric approach help you deliver the best experience to your customers.

What is included in each Customer Experience Workshop agenda?

Throughout each CX Workshop we use Cemantica’s innovative Journey Management platform to help participants visualize and learn how your customers interact with your brand throughout their journey and how that can transform into a real action plan.

CX Assessment Workshop

How genuinely customer-centric is your organization?

We evaluate your organization’s competency with 10 different criteria and together identify stakeholders to take the initial survey. Following in-depth interviews, we calculate your CX maturity, and deliver a report with recommendations and priorities to align on a shared CX approach across the business.

CX Strategy Workshop

Design your Customer Experience strategy

Together we define ideal customers, company brand values, and align CX ambition with your business strategy. As we develop the CX strategy we determine ownership and then produce a summary report, with recommendations, persona profile, brand values, goals and strategy.

Customer Journey Mapping Workshop

Create your own Journey Maps and Action Plan

A Customer Journey Mapping Workshop service to highlight your customers’ perception, identify business challenges and build your digital Cemantica Journey Map and Personas.

We will then set up with you the appropriate action plans, recommendations, design your Customer Experience program and enhance your customers’ experience.

Employee Journey Mapping Workshop

Map your Employee Journey and decide next steps

Together we map an employee persona and journey for your company, developing each stage from hire to retire, detailing employee interactions, sentiment, identifying channels and systems they engage with and Solutions to address challenges.

You will receive full deliverables for your action plan to support your Employee Experience strategy.

Service Blueprint Workshop

Map the backstage elements below the visibility line that impact customer experience

We review organization systems, departments and business processes and define ownership and KPI measurements. For each stage we list action items which leads to a summary report with recommendations, your service blueprint map, actions and persona profile.

Solution Ideation Workshop

Brainstorm solutions to address customer pain points and prioritize using a cost / benefit analysis scoring model

We undertake industry research and stakeholder interviews to understand your brand needs and challenges, and onboard sponsors for the Workshop. During this we brainstorm solutions with participants to solve identified CX challenges and list opportunities. A summary report documents the discussions and we follow up with a meeting to plan next steps.

CX Execution Workshop

Design your CX plan and actions within your enterprise, agree responsibility and organize teams

Together we prioritize actions arising from journey mapping sessions using a cost/benefit scoring matrix and regroup into projects. The top 5 CX projects are selected to focus on and proceed to a set-up of our CX Project Management module. Following training and configuration we hold regular meetings to resolve bottlenecks, maintain focus and produce management reports.

Journey Atlas Workshop

How to create and leverage a Journey Atlas to effectively manage your journey portfolio

We take you through Journey Atlas components, types of journeys, prioritization of maps and personas within your journey hierarchy - to help you achieve an overview of all customer journeys in your business.

Tailored CX Workshop

We can also design customized CX workshops with you in line with your business expectations and specific needs, with a time and day that suits your company.

Why is a Customer Experience Workshop important?

Alignment

A CX Workshop gets everyone on the same page, ensuring that priorities are set collectively (ensure that you have representatives across the organization areas on the day; including sales, marketing, digital, service, senior management etc., as well as your core Customer Experience team).

Revealing gaps

Participants put themselves in the customer’s shoes, mapping out the journey step by step. This process will reveal gaps in the Customer Experience of your perception and reality.

Prioritization

Armed with insights, teams can prioritize the most impactful projects to enhance experiences for customers.

Go further with your Customer Experience training with Cemantica

Of course, a CX Workshop will inspire further ideas, opportunities to learn and possibly identify skills gaps. To support your team in further optimizing Customer Experience, why not continue to learn and explore our rich and recurrent program of online training courses, including express free Lessons plus more in-depth and interactive CCXP Training and Masterclasses.

Find the right course for you.

CX Lessons

CCXP Training

CX Masterclasses