Customer Experience (CX) Training
Successful businesses are embracing and nurturing a culture of CX. From the executive team to new recruits, CX is everyone’s job.
If you are just beginning to get serious about CX or want to improve your current efforts in your organization, getting your staff on the same page and embracing CX is essential.
Our training programs are designed as a cultural catalyst to educate, motivate, and mobilize your organization to deliver lasting business transformation.
Pragmatic and Outcome Oriented
Fabric training is laser focused on aligning and activating your organization around the same playbook.
Everything we do is in service of ensuring your staff walks away with a common understanding of CX, industry standard methodologies and how they can apply it to their jobs.
Format
• In person, virtual or hybrid
• High touch, hands on and personal
• Mix of lecture, workshops, case studies and discussion
• Led by one of our industry expert managing partners
Programs
CX Essentials
Align and arm your organization with the knowledge, tools, and techniques to activate a high-performing CX culture.
Topics Covered
Fundamentals
Understand why CX is critical to every modern business. Learn terminologies, techniques, and mindsets.
Current State Assessment
Create clarity and drive action around your current CX. Learn techniques to conduct research, develop personas, and map journeys and ecosystems.
Creating & Activating a Vision
Uncover and address areas of opportunity and friction through structured ideation. Learn how to swiftly bring innovations to market through rapid prototyping and testing.
Experience Management
Leverage experience and operational data to demystify decision-making and amplify your efforts. Learn data capture strategies and how to create an XM governance model.
CX Executive Workshop
Align your key leaders and decision-makers around what it takes to create and sustain a breakthrough customer centric business and drive results.
Topics Covered
The Experience Economy
Understand why CX is mission critical for every modern business. Learn fundamental terminology, techniques, and mindsets.
Experience Principals
Our team facilitates an approach to the development of a strategic north star to guide and shape your experience transformation.
Employee Experience
Heighten your CX through improving the experiences your employees have within your organization. Learn about EX management and governance.