What Is It?
The 14 week course provides all the instruction you need to design, launch and evaluate the impact of Emotive CX for Customer Interaction. This happens using a structured pilot followed by evaluation and business case development.
Assuming your pilot then converts into an intent to scale and embed Emotive CX, the design process is repeated. This time focussed on turning the temporary scaffolding used during the pilot into a scalable, permanent version.
This is achieved through phased integration into the wider operational ecosystem such as voice of customer, journey design, upkilling, performance management and operational dashboards.
Here is an overview of the end to end management process used to design both the pilot and permanently embedded version.
Why Now?
The impact that emotion plays in how customers make decisions and judge organisations is increasingly recognised outside traditional uses such as branding.
Although customer touchpoints such as contact centres, online, retail or in- field service always benefit from highly empathetic individuals, few leaders have scaled emotive CX into a teamwide competency and management process.
Since loyalty is either strengthened or weakened by every interaction between organisation and customer, there is a lot at stake. Research shows positive emotive memories nurture trust, forgiveness, advocacy, openess to new purchases and overall lifetime value. Negative emotive outcomes stimulate the opposite behaviour in customers. And who can afford customer churn during a recession?
Reasons to adopt Emotive CX grow by the day. Living with the ongoing uncertainty COVID-19 has introduced, the need to recognise and take care of anxious customers has never been more important.
Faster Time To Value
Organisational life has also speeded up. The urgency to deliver short term benefits has impacted the way the Emotive CX course is now run. Instead of a six month timeframe, the focus has pivoted to offering a pilot within just five weeks. All non essential design and research have been stripped out.
Once the pilot is up and running, the remainder of the course focusses on providing you with complete hands on support to ensure a successful outcome to the pilot then conversion into a compelling business case. The intention is to make it possible to onboard Emotive CX even with the crazy workloads most of us are facing for the forseeable future.
How Does It Work?
Designing, running and evaluating your Emotive CX pilot takes place over a 14 week period with the pilot going live in week 5. Here are the agendas for each week.
The design of each step in Emotive CX management is guided by a series of detailed questions and templates. This makes it easier and faster for you to rapidly draft and finalise plans for your pilot.
All course material is availalable through an online learning platform which you are automatically subscribed to for the duration of the course.
- This allows you to easily share with anyone outside the core design team.
- If you miss a live session, pre-recorded workshop videos with associated source material makes catching up much easier.
- Asking questions and seeking advice is easy to do via the portal’s built in messaging.
Any More Information I Can Share With Colleagues?
If you need more information about the key themes and frameworks in Emotive CX , here is a recent 40 minute conference keynote you can watch or skim through. Othewise please continue to course logistics below.
How Do I Participate?
There are two versions of the course. An open course and an in-house version. The design journey is identical in both cases. The differences are timing and focus. Here is a summary.
Payment
The open course fee is £799 + VAT a person for the fourteen week course. There is a 15% discount for early bird and group bookings. We recommend a core design team of between two to four people. This provides momentum and creative diversity.
Please use the form below to enquire about in-house course prices.
Course Logistics
For the forseeable future, we are running the course as online Zoom sessions. This provides the flexibility to interact as a group as well as using the breakout rooms to work and rehearse as teams. Zoom is also accessible by tablet and smartphone if it is not internally approved on corporately managed hardware.
Weekly sessions take place between 9.30am – 3.30pm with an hour for lunch to reacharge and reflect. The 90 minute pilot reviews during weeks 6-10 take place between 9.30am – 11.00am.
When Are The Next Open Courses?
The next two open courses begin on the following dates.
- 14th October 2020
- 4th November 2020
There are fourteen sessions in each course. See above for detail of weekly agendas. There will be breaks for key holidays.
Who Runs The Course?
Your Emotive CX mentor is Martin Hill-Wilson who originally researched and designed the course in 2018. Since then, the following organisations have participated. Individual experiences of the course are curated here.
Sounds Good. But...
If you have any final questions or want a bit more information before registering, please make contact using the form below and we will get back to you pronto!
There are also weekly one hour previews (Zoom) of the course which run through the course and the value of Emotive CX. The session finishes with a live Q&A. They are usually held on Fridays during the morning.
Please let us know if you would like to attend using the form below.
