CERTIFICATION EVENT9 - 11 MAY I LONDON | PARK PLAZA COUNTY HALL

ACCELERATE YOUR CUSTOMER

EXPERIENCE CAREER AND

PROGRAMMES

CXCERTIFICATION2017

TRAININGCXCERTIFICATION

2017

WELCOME TO EDUCATION NIRVANAWhen you are a customer experience (CX) practitioner, the demands on your team, your programmes, and on you are high. Now is the time to learn how to drive to positive outcomes.

MaritzCX has created two independent certifi cation courses that off er you and your colleagues a unique opportunity to participate in working sessions that will elevate your knowledge and expertise around Voice of the Customer (VoC) and Customer Journey Mapping (CJM) strategies.

Both are very interactive courses, devised for those taking their fi rst steps in designing and implementing VoC and CJM programmes. Following the two-day VoC certifi cation course you will be able to design your VoC blueprint, discover ways to promote more engagement and learn how to take action on your insights. In the one-day CJM certifi cation course you will learn how to develop a persona, journey mapping concepts and terms, and the process for building and managing a map.

Who better to create and deliver these courses than the world’s best CX professionals? MaritzCX trainers have crafted course material that will help you and your CX team optimise your CX practices.

Learn directly from those who created the customer experience research industry. Walk away knowing what others do not and inspire action across your company.

CXCERTIFICATIONSThe following agenda is for the training and certifi cation event in London. Register now at www.maritzcx.co.uk/training

Over 250 professionals have certifi ed, including CX professionals from these companies:

CERTIFICATION

LENGTH

DATES

LEVEL

COSTS

VOC CERTIFICATION

2-day course

09/05/2017 – 10/05/2017

Beginner

GBP 1,200 + VAT

CJM CERTIFICATION 1

1-day course

10/05/2017

Beginner

GBP 600 + VAT

CJM CERTIFICATION 2

1-day course

11/05/2017

Beginner

GBP 600 + VAT

When you register for both the VoC and the CJM certifi cation events, you will receive a GBP 300 discount.

TRAININGCXCERTIFICATION

2017

This certification course is designed to provide a basic overview of Voice of the Customer (VoC) best practices – it is a great place to start if you are new to CX or want to take your first step into any kind of formal CX/VoC education. You will design your VoC blueprint, discover ways to promote more engagement among your staff and customers, and finally learn how to take action on your insights.

After completing the 2-day training, you will be able to:• Understand the benefits of a true VoC programme• Analyse and recommend data-gathering techniques• Identify best practices in obtaining insights from data• Create a blueprint for your VoC programme• Find relationships in your data• Lay the foundation for your action plans• Practice new techniques in the analysis of VoC data for improved actionability• Identify key drivers in your data• Link feedback to customer economic value• Drive the right actions from your data

Who should attend?This is a foundational certification for those new to VoC.

Includes two days of classes, catering, course material, testing,

and certification award once testing is passed. Price does not include air travel, hotel, or

ground transportation.

VoC Certification £ 1,200 per person

VoC: JEFF OLSEN

NPS® Certified Associate. For more than two decades, Jeff has been developing training solutions for the IT and manufacturing industries. Jeff holds a Masters Degree in Education and Distance Learning from the University of Phoenix. He also works as an Associate Professor of Communications at Utah Valley University.

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CERTIFICATION 9 May 2017 10 May 2017 LEVEL

VoC Certification £ 1,200

VoC Day 1 VoC Day 2 Beginner

VOICE OF THE CUSTOMER CERTIFICATION1

COURSE

Register today at www.maritzcx.co.uk/training

TRAININGCXCERTIFICATION

2017

Register today at www.maritzcx.co.uk/training

Includes one day of classes, catering, course material, testing, and certification

award once testing is passed. Price does not include air

travel, hotel, or ground transportation.

Customer Journey Mapping Certification

£ 600 per person

CUSTOMER JOURNEY MAPPING CERTIFICATION

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CJM: STACY BOLGERAs Senior Strategic Consulting Director for MaritzCX, Stacy enables organisations to understand their customers and to build and implement actionable CX solutions that drive business results. She does this leveraging over 15 years of experience leading customer-focused efforts in both the financial services and retail industries.

Prior to working at MaritzCX, Stacy spent a decade in leadership roles at American Family Insurance, leading large-scale customer satisfaction programmes and change initiatives. Most recently, she aligned multiple care centers on industry-leading operational practices in workforce management, process improvement, training, and quality assurance. She began her career as a district manager for the global grocery chain, ALDI, Inc.

2COURSE

CERTIFICATION 10 May 2017 11 May 2017 LEVEL

CJM Certification £ 600

1-day CJM Course 1-day CJM Course Beginner

or

This course is designed to provide participants a hands-on customer journey mapping learning experience. It begins with an understanding of what journey mapping is, the value it serves as part of a CX programme, how to develop a persona, journey mapping concepts and terms, and the process for building a map. From here forward, the day is very interactive, so plan to wear comfortable shoes! You will be on your feet the majority of the session, as you engage in exploring and practicing the methodology with other course participants. The session will include instruction/discussion about generating prioritised improvement efforts based on the map output and driving improved business results through application of journey map insights. Throughout the day, you will be exposed to several examples of completed maps and case studies, done across various industries. You will leave this energised and inspired by the immense strength and potential of the CX tool we call Customer Journey Mapping.

At the conclusion of this 1-day workshop, you will be able to answer questions such as:

• What is customer journey mapping? What isn’t it?

• What value is generated by mapping your customers‘ journeys?

• What are the critical elements to include in a customer journey map?

• What is the value of a persona in journey mapping, and how do you develop one?

• Who in my own organisation should I include in a journey mapping exercise?

• How can I apply the journey mapping process to gain the most insight for my company?

• May map is completed; now what? How do I best leverage my map to drive tangible next steps?

• What are customer journey mapping best practices in B2C companies? In B2B companies?

Who should attend?

This is a course for those beginning to or interested in leveraging customer journey mapping in their organisations, as well as those who are entirely new to customer journey mapping.

TRAININGCXCERTIFICATION

2017

Register today at www.maritzcx.co.uk/training

8:30am-9:00am Networking Breakfast

9:00am-12:30pm Classes (Morning break included)

12:30pm-1:30pm Networking Lunch

1:30pm-5:00pm Classes (Afternoon break included)

VOC CERTIFICATIONTuesday, 9 May 2017

8:30am-9:00am Networking Breakfast

8:00am-12:30pm Classes (Morning break included)

12:30pm-1:30pm Networking Lunch

1:30pm-5:00pm Classes (Afternoon break included)

Wednesday, 10 May 2017

8:30am-9:00am Networking Breakfast

8:00am-12:30pm Classes (Morning break included)

12:30pm-1:30pm Networking Lunch

1:30pm-5:00pm Classes (Afternoon break included)

CJM CERTIFICATIONWednesday, 10 May 2017 or Thursday, 11 May 2017

TRAININGCXCERTIFICATION

2017

BECOME A LEADER IN THE INDUSTRY

Becoming CX certified makes a strong statement that you are among the leaders in the industry — up to date with CX technologies, knowledgeable about best practices and state-of-the-art solutions, and informed of emerging trends. These are just a few of the benefits of being CX certified. Here are nine more reasons why you should become CX certified.

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Career Advancement. Surveys consistently suggest increased salary and career advancement opportunities for certified individuals.

Professional Opportunities. Hiring managers and recruiters take certification seriously. A respected and widely accepted certification proves to prospective employers that your business intelligence expertise is confirmed by a recognised organisation in the industry.

Proven Professional Achievement. Documented evidence of your professional achievement leads to recognition and respect for your abilities as a business intelligence professional.

Industry Recognised. Companies such as Apple, VMWare, Kodak, Wal-Mart, Marriott and T-Mobile have experienced the value of certification and have resoundingly endorsed it.

Increased Credibility. Credentials increase your standing in the Customer Experience community by attesting to the integrity of your knowledge and skills and the reliability with which you can apply them.

Employer Confidence. Certification helps employers match skills to job requirements and provides confidence that employees have the right skills for the job.

Continued Professional Growth. Ongoing course requirements, combined with a variety of learning resources, ensure that your knowledge keeps pace with a rapidly changing field.

Networking. Join a growing network of other certified professionals around the world to share tips and best practices through our social networking tools.

Portable. The certification goes with you. As you participate in ongoing courses, your investment will continue to reward your efforts. This is not just a “one and done” certification.

LEARNING IS AN ACTION VERB

Learning is an action verb, it is not a singular event. It takes effort and time in order to keep your skills up to date. The market is continually changing, technology is evolving. Through certification programmes, you can continually improve, evolve as a CX Professional, and set yourself apart from the crowd. The investment will prove worthwhile in every aspect, in the short term and in the long run, for both you and your company.

Register today at www.maritzcx.co.uk/training