It's not a training.
It's an experience.
Case Study
How it works
Who: a financial institution that participated in the CX workshops as they noticed some issues in their IT processes.
During our workshops, we focused on various processes for example their IT Request Management process or IT Change Management process.
What we did:
◼ we split the whole team into 3 groups of 4
◼ each group had tasks to complete with regards to CX in a form of a game
During 2-days workshops
◼ we identified customers and stakeholders of each process
◼ we learnt how to focus on the Voice of Customer, their needs and desires
◼ we learnt how to make a Customer Journey map
◼ we built one for each process
◼ we learnt how to show empathy in the processes towards the customers
◼ we discovered customers’ painpoints and room for improvement
◼ we learnt how to give constructive feedback and why it is important
◼ we discovered options for customers engagement in a process
◼ we practised ideation as requirements constatly change
◼ we discussed creative solutions aligned with modern customer needs
◼ we learnt what a value currently is and how to add it to the processes
We also practised creativity, communication skills and collaboration.
We strengthened empowerment and synergy in the team.
Case Study
Results
Tools
the team is now equipped with the tools to independently make
analysis of a customer, design and analyse a Customer Journey map, discover opportunities for improvement
Understanding
the team understand what value is in our modern world and why we cannot lower our standards; why competetive advantage is crucial in corporate and business world
Learning
the team learnt about constant iteration reagrding their processes
Practise
the team practiced collaboration, mutual understanding, implementing creativity
Design
the team designed a common goal; a way to invite their customers to an open dialog; solutions for identified problems in a Customer Journey
Long-term results
◼ the team is able to independenly improve the processes on a regular basis with given tools and knowledge
◼ the team collaborates better due to team-building activities and identification of a common goal
◼ the processes are enhanced with modern, creative and innovative ideas
◼ the team constantly takes care of customers which results in loyality and satisfaction
Inspire a change
in your team.
◼ for project managers
◼ for specialists making strategic decisions in the company
◼ for IT, sales, product development and analytics teams
◼ for those looking for ways to boost creativity in their teams
Our aim is to focus on:
Co-creation
Building competencies for customer centricity in a team
Entertainment and enhancing relationships in a team
Boosting creativity which
brings solutions
Increasing awareness
Empowerment