XIC 2020

CXFO Experience Improvement Certification

Level 1 - 4 Digital 2020

All our training is now only digital.

Like all experiences at the London School of Customer Experience we build on published science, this programme is academically and professionally recognised around the world and a lot of fun. We want you to have a great experience while you start to test some changes

Improve the conversations in your Contact Centres reducing cost and increasing the value of contact for your customers and agents.

Conversations are the richest and most available source of insight available

Level 1 - Available now

Managing Customer Emotions

(Foundation)

Length -16 Hours

Completion Time Target - 8 weeks

Type - Digital

Modules - 6

This course provides you with the foundations needed to start managing emotions. Starting with the basic principles of how to analyse what is said in a conversation to how to build a plan to improve it.

Lead Tutor Morris Pentel

Level 3 - 4th June

Managing Customer Habits

(Practitioner)

Length - 45 Hours

Completion Time - 20 Weeks

Type - Digital

Modules - 6

This course takes you to the next level where you get a more detailed understanding of habits. They are an impotant part of digital experience design but we also look at insights and the use of micro-habits to reduce effort for customers and staff in experience design.

Lead Tutor Morris Pentel

Level 2 - Available April 9th

Managing Customer Conversations

(Practitioner)

Length - 32 Hours

Completion Time Target - 16 Weeks

Type - Digital

Modules - 10

Conversation is the single most available source of accurate insight we have and we can use it to improve outcomes.

This course takes you to the next level where you get a more detailed understanding of 14 patterns of conversation breakdown that you want to improve. It takes scoring conversations in the real world and developing an improvement programme across your organisation.

You must complete Level 1 first or concurrently

Lead Tutor Morris Pentel

Level 4 - 8th Sept

Managing Customer Experiences

(Practitioner)

Length - 45 Hours

Completion Time - 20 Weeks

Type - Digital

Modules - 6

The micro design of experiences to develop the right culture and technology transformation journey for all stakeholders.

It is also about looking at what works and doing more of it!

Lead Tutor Morris Pentel