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Course Outline

  • Module 1
    Introduction: Foundation in core principles and standard definitions.
  • Module 2
    The Impact of Service Quality: Differentiation, stakeholder retention, and modern acquisition strategies.
  • Module 3
    The CX Framework™: A proprietary methodology designed to drive operational excellence.
  • Module 4
    The User Journey: Analyzing stakeholder personas and the five critical steps in journey mapping.
  • Module 5
    Operational Excellence: How workforce engagement and digital innovation transform service delivery.
  • Module 6
    Four Stages to Excellence: Developing and implementing a strategic plan for organizational adoption.

Requirements

Intended Audience

These courses are designed for a broad spectrum of public and private sector professionals, ranging from entry-level staff to senior executives and chief officers. The entry-level Professional Certificate is suitable for individuals at all organizational levels seeking to enhance their competencies.
This curriculum is particularly relevant for front-line service teams, supervisory leaders, and designated service excellence champions.

 14 Hours

Number of participants


Price per participant

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