Course curriculum

  • 1

    Welcome to 'Instant* CX'

    • Message from Dr Robert Dew
  • 2

    An Overview: Why CX?

    • Why CX?

    • Exercise 1: Where is your industry on CX?
  • 3

    3 Ways to Compete: Price, Product, Perception

    • Discover the 3 Ways to Compete

    • Exercise 2: How do you compete? Does CX matter?
  • 4

    3 Levels of CX: Continuity, Satisfaction, Remarkable

    • Getting your customer and organisational continuity right

    • Exercise 3: Where are the hard parts in your customer journey?

    • Minimising customer pain points

    • Exercise 4: Where are the pain points in your customer journey?

    • Becoming remarkable

    • Exercise 5: What could you change about your current offer to be surprising, invested or evocative?
  • 5

    Take Action to Create a Remarkable CX

    • 4 Steps to Instant* CX Success

    • Exercise 6: What one thing could you do tomorrow to improve your CX?

    • We would love your help to improve...

    • What's next? Join our CX Innovation Program