What is the course about?

Customer experience is becoming the prime source of competitive differentiation. Commercial success for a business lies in the strength of the relationships it creates with its clients. This webinar has been designed to introduce members to customer experience, give a deeper understanding of its commercial relevance, identify the barriers to delivering best in class CX and understand moments that matter to clients. The session will also look at how the employee experience (EX) plays an integral role in establishing a truly client centric culture throughout your business.

Who is it aimed at:

It is aimed primarily at senior management and heads of departments as defining and delivering a true CX culture stems from the leadership team.

Susannah is the founder of CX Change which helps businesses to improve their customer experience. CX focuses entirely on human emotions and there’s no one that understands human emotions better than Susannah. She recognises the critical relationship between customer experience and employee engagement, and addresses both in her employee training and workshop programmes. With a background in social science, Susannah has always been interested in what makes people tick. Her core strengths include identifying issues that are impacting negatively on the customer/client (and often employees too), tapping into employee’s emotional intelligence and uncovering empathy.