Customer Experience

A J5 Training Program.

A Different Approach to Training

We believe that the best learning is accomplished through “learning by doing”: applying taught concepts to real problems and projects. Our approach to training an experiential learning program that leverages service design and design thinking approaches and skills up internal team members to be able to apply these methodologies in their work.  

Training and Curriculum Delivery 

This program is delivered over the course of 3-months and learnings are applied to real business problems. The modules will be rolled out over the course of the 3-month period as participants reach relevant learning goals. This program includes 40 hours of live instruction.  

Coaching and Mentorship 

As an ongoing part of the course, coaching and mentorship will be included between modules. This will enable participants to maximize their outputs and learnings. 

Evaluation and Certification 

Course participants are evaluated by instructors throughout course progression, complete a self-assessment, and are certified in the “Customer Experience” course.  

Curriculum Outline

  • To enable participants to apply their learning effectively to their ongoing work, coaching will be provided between modules. This will also allow training staff to identify relevant support that will be required for successful progression through the program modules.

  • Participants will learn effective techniques for learning from their customers, how to create the right conditions for discovery, how to prepare for discovery, and how to acquire information from customers in a non-transactional way. The focus of module one is learning about customer needs and that will also require learning about building effective customer relationships.

  • Participants will learn about synthesis and insight generation through the use of visual mapping and collaboration tools. Together, they will work through the research output from the Discovery module to identify insights, moments that matter, and emerging opportunities.

  • Participants will learn to re-frame key insights into clear frameworks for assessing opportunities for the future. This will include reviewing current internal processes and assessing opportunities for future action.

  • Participants will learn to use identified insights and opportunities to cultivate positive customer engagement. Through the execution of customer engagement events or campaigns, participants will learn to develop lasting customer relationships based on identified customer wants and needs.

  • Innovation work often relies on assumptions and it is critical for teams to stress test their own organizational biases. Participants will learn how to test their assumptions and conclusions with customers in a way that does not erode customer trust.

  • Incremental documentation enables teams to effectively capture the stages of a process and the value of its outputs. Participants will learn how to effectively document and report on their learnings as they go.

  • Participants will learn to map and prioritize their ideas, crafting them into a compelling story. Adaptive businesses use storytelling to gain early buy-in on new ideas and processes. The focus of module seven is enabling participants to learn the elements of storytelling to capture the imagination and interest of customers and stakeholders.

  • As a part of evaluation and certification, J5 will engage participants in a process to determine success of the program with a view to:

    Coach participants through any loose ends that need tying up in their projects and close any gaps that have resulted from progressing through the modules (an expected and normal outcome from working in a new way for many teams). The scope of this support is relative to the size of the training.

Costs

This program is designed to be taken in groups of 2-5. The cost associated with this course is $70,000 per group. This cost is inclusive of all content, including pre-program support and post-program follow-up and evaluation.

Let’s learn together.

Interested in the Customer Experience course? Fill out some info and we will be in touch shortly! We can't wait to hear from you!