Customer Culture Program
Our Customer Culture Program is a culture-first methodology for building customer-centric organisations.
Book for your team
Book for your team
Get in contactWhat's covered in this Skillgym?
Helping organisations create leading customer cultures.
Customer Culture is a transformation program for organisations looking to take dramatically improve their customer experience outcomes in a structured way.
The program includes intensive skills-building sessions that build capability through the creation of critical CX deliverables for your organisation, including personas and customer journey maps.
In this fast paced hands on experiential session participants will learn the key ideas behind human-centred service and experience design participants will work on real organisational processes and services and walk away with new skills tools and mindsets to embed back in their roles
The program helps embeds a culture of CX in your organisation through the creation of ongoing CX ideation and implementation routines.
Recommended approach:
- In person 930am - 230pm up to 25 people or
- Delivered online as a 25 hour workshop
To learn more about our methodology, our CX program and free supporting tools visit our CX Academy.
What you'll learn.
Customer-centric thinking.
How to put the customer at the heart of everything you do.
- Understand the six pillars of customer centricity
- Establish your customer culture baseline
Creating customer personas.
Craft powerful and accurate personas for your customer segments using a persona canvas.
- Understanding customer personas
- Using your research to develop empathy for end users
- Crafting meaningful customer personas
- Validating the personas you've created
Customer discovery and research.
Using and gathering customer data to inform your cx improvements using an interview canvasses.
- Understand how and why to use customer data to inform your decisions
- Identify the core customer segments you're designing for
- Learn to plan an effective lean customer interview
- Understanding the mindsets for successful research execution
Mapping customer experiences.
Create a map of your customers journey as they experience your service or solution using a service blueprint.
- Master the essentials of service design
- Identify the core journeys your customers go on with respect to your service or solution
- Create service design blueprints to understand those core journeys
- Learn from the key moments in your customer journeys from pain points to missed opportunities
- Use the cx academy platform to codify your customer journeys
Designing CX experiment.
Plan rapid CX experiments to make targeted improvements to your users experience using an experiment canvas.
- Learn how to design effective experiments with specific hypotheses
- Ideate on the experiments you could run within your customer journeys
- Reflect on the mindsets needed for robust experimentation
- Use experiment cards to create rich test statements
- Record your experiments using the cx academy platform
This workshop was an excellent introduction to customer-centered design thinking for our staff: the perfect balance of theory and practice, and left participants energised to immediately dive into customer experience mapping and service blueprinting within their teams. Sincere thanks for a fun and very productive morning!
Michelle
Business Improvement Specialist
Helping organisations create leading customer cultures.
Customer Culture is a transformation program for organisations looking to take dramatically improve their customer experience outcomes in a structured way.
The program includes intensive skills-building sessions that build capability through the creation of critical CX deliverables for your organisation, including personas and customer journey maps.
In this fast paced hands on experiential session participants will learn the key ideas behind human-centred service and experience design participants will work on real organisational processes and services and walk away with new skills tools and mindsets to embed back in their roles
The program helps embeds a culture of CX in your organisation through the creation of ongoing CX ideation and implementation routines.
Recommended approach:
- In person 930am - 230pm up to 25 people or
- Delivered online as a 25 hour workshop
To learn more about our methodology, our CX program and free supporting tools visit our CX Academy.
What you will learn
What you'll learn.
Customer-centric thinking.
How to put the customer at the heart of everything you do.
- Understand the six pillars of customer centricity
- Establish your customer culture baseline
Creating customer personas.
Craft powerful and accurate personas for your customer segments using a persona canvas.
- Understanding customer personas
- Using your research to develop empathy for end users
- Crafting meaningful customer personas
- Validating the personas you've created
Customer discovery and research.
Using and gathering customer data to inform your cx improvements using an interview canvasses.
- Understand how and why to use customer data to inform your decisions
- Identify the core customer segments you're designing for
- Learn to plan an effective lean customer interview
- Understanding the mindsets for successful research execution
Mapping customer experiences.
Create a map of your customers journey as they experience your service or solution using a service blueprint.
- Master the essentials of service design
- Identify the core journeys your customers go on with respect to your service or solution
- Create service design blueprints to understand those core journeys
- Learn from the key moments in your customer journeys from pain points to missed opportunities
- Use the cx academy platform to codify your customer journeys
Designing CX experiment.
Plan rapid CX experiments to make targeted improvements to your users experience using an experiment canvas.
- Learn how to design effective experiments with specific hypotheses
- Ideate on the experiments you could run within your customer journeys
- Reflect on the mindsets needed for robust experimentation
- Use experiment cards to create rich test statements
- Record your experiments using the cx academy platform
Book for your team
Book for your team
Get in contact
SōMA helped our team unlock new ways of working.
"The content was awesome and I really felt inspired to take the first step - also Matt was a great facilitator and kept everyone motivated throughout the course - LOVED IT!"-
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