Total Workshop Duration: 9 Hours
(Split into 3 sessions as below)
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Day Three, 15th May 2025
8:00 AM – 11:00 AM
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Introductory Principles to CX
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- Introduction to the Experience Economy
- History of CX
- Definitions relating to CX
- Challenging Existing Definitions
- CX vs Customer Centricity
- Moving from Initiative Centric to Journey Centric Change
- CXSA Framework & VoC Context
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Day Three, 15th May 2025
11:00 AM – 2:00 PM
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Voice of Customer
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- Voice of Customer Definition
- Why Listening to Your Customers is Important
- Benefits & Outcomes
- VOC Tools & Techniques
- Different Approaches to VOC
- Key Stages of VOC
- Types of Data
- Key VOC Measures
- VOC Dashboards
- Designing a VOC Programme
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Day Three, 15th May 2025
02:00 AM – 5:00 PM
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Level 1 Customer Journey Mapping
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- What is Customer Journey Mapping?
- Benefits of Customer Journey Mapping
- Understanding Customer Personas
- Customer Journey Mapping Framework
- Tips for Making Best Use of the CJM Framework
- Introduction to Reframing
- Theatrical Methods for Engagement & Participation
- Certification Test
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Workshop Overview
Africa is emerging as one of the leading regions globally, with businesses increasingly recognising Customer Experience (CX) as a core differentiator. In a rapidly evolving environment where new challenges arise in a matter of days or weeks, CX must be constantly applied and innovated to stay ahead. CXSA is at the forefront of driving innovation in this critical area, empowering organizations to build customer-centric cultures that deliver measurable impact. Participants will not only gain foundational knowledge but also create a personal development roadmap to align their career aspirations with actionable steps.
Additionally, delegates who successfully complete the workshop will earn CPD (Continuing Professional Development) points, recognising their commitment to professional growth and excellence in Customer Experience. Below is a detailed breakdown of the topics that we will cover across three days. There will be three sessions; each session will be three hours. At the end of day 3, participants who attend all 3 days and participate in all of the exercises will be eligible for certification and CPD points.
Key Takeaways:
- CXSA Certification for all participants who meet the certification requirements
- Learn how to build Customer Journey Maps and Develop Voice of Customer
- Programme Workshop Materials in pdf format: including slides, case studies, and techniques
