Putting Customers at the centre of your business

Customer Experience (CX) Training
As a manager or leader, we all have a role to play in delivering an exceptional customer experience.  The practice of Customer Experience is an evolving field that is part art and part science.  Join us to explore the methodologies and best practices that can take your business results to the next level.  This program also includes a 1:1 coaching session with Janelle to assist in applying what you've learned.
In this foundational program you will explore the ins and outs of CX for non-CX professionals. Customized for small-medium businesses, start-ups, and corporate/large enterprises.  
This program leverages a blended learning approach to ensure participants not only understand concepts at a theoretical level but are given the opportunity to dive deeper on how these concepts connect with their roles and deliverables.  
The participants will understand critical CX concepts to facilitate the achievement of the companies and teams goals and objectives over the next 12-24 months. Each participant is offered 1 laser coaching session of 20 minutes to be scheduled at a time that is mutually convenient for both parties.
 
Training Outline
Session #1: Intro to CX foundations and customer journeys

Session #2: CX strategy, KPIs, design and standards

Session #3: Customer personas, VOC, ROI and business case

Session #4: In-person networking & debrief

Note: 1:1 coaching to be completed within 2 weeks of training.
 
Facilitated by: Janelle Mansfield,  
Janelle is an experienced executive and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy.  She is an early adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders.  Her previous corporate and client-focused experience has elevated the business results and practices of leading companies in multiple industries, including IBM Canada, Canada Post, the University of Ottawa, Federated Co-operatives Ltd., and Department of National Defence Canada.  Janelle is known for her open and approachable leadership style, collaborative nature, and strategic thinking. 
Janelle is a 4-time best-selling co-author of books on the topics of Leadership, Customer Experience and Remote Working.  Customer Experience 2 is her fourth collaboration. 
Currently, Janelle lives her purpose and passion by helping leaders amplify their customer experiences for better business results through her consultancy, Amplified Customer Experience and as Vice President of Customer Success and Customer Experience at Gazelle.ai, one of Canada's fastest growing technology companies.

Presented by Johnston Group
Johnston Group provides employee benefit solutions to companies from one employee to 10,000 or more. We're a platinum member of Canada's Best Managed Companies, having held the Best Managed distinction every year since 2001. We call Winnipeg home and we believe strongly in giving back by contributing to our local health, arts, sports, and other community organizations. Over 30,000 Canadian businesses trust us with their employee benefit needs.