Organisations that can create a remarkable customer experience stand out from the crowd. They succeed because customers refer them to friends, family and the world.
Our mission is to help you grow by being remarkable for your customers.
Why? As customers ourselves, we got frustrated seeing companies that take advantage of people succeed. We knew great companies with great people that were struggling to compete in a tough market. So we resolved to contribute to making the change we want to see in the world.
We teach you how to use powerful psychology and proven innovation methods to recreate how people experience your business, so that you become irresistible and can grow your business.
What is customer experience?
Your customer experience (CX) comprises your customer's impression of all of the interactions they have with your employees, systems, channels or products. CX includes customer service, however customer service is a small part of your full customer experience.
What is innovation?
Everyone can innovate. Innovation means coming up with new ways of doing things. Bringing innovation into your business can help you save time and money, and give you the competitive advantage to grow and adapt your business in the marketplace. Using a process that includes proven tools and methodologies will give you more chance of success.
What is human centred design?
Designing in a ‘human-centred’ way is a philosophical position. It places the people, or humans, that your organisation interacts with as fundamental to it’s success. You can have a human-centred organisational design, product design, office design or service design.
In practice, human-centred design (HCD) empowers those designing businesses, products, services, systems, and experiences. What distinguishes human-centered design from other problem solving or innovation approaches is its obsessive focus on understanding the perspective of the person who experiences a problem, their needs, and whether the solution that has been designed for them is truly meeting their needs effectively or not. Customer experience innovation falls under the philosophy of human-centred design.
At the Customer Experience Institute, we enact the philosophy of human-centred design in every aspect of our business: from our overarching mission; how we partner with and employ people; to our educational design and day to day customer interactions.
why is Customer experience innovation important?
In an increasingly networked world, shared customer experiences are becoming more important than marketing communications. Offering remarkable CX creates loyal customers who happily pay more for products and services, and then refer other customers for free.
why learn Customer experience (CX) innovation?
Organisations that can create a remarkable customer experience stand out from the crowd. They succeed because customers refer them to friends, family and the world.
The Customer Experience Institute’s CX Innovation training program will develop your ability to investigate customer motivations and behaviours, understand human-centred design and implement an agile execution approach for new CX initiatives. In today’s experience economy, it is the best way to achieve a competitive edge.
There are three key competencies required to leverage superior CX for results – research, design and execution. Building on proven frameworks, this applied course is designed for working managers with a mandate to drive CX innovation for a real return. The content is meaningful for businesses of any size.
Are you imagining how a customer experience edge will help you?