Course Description

The Marketing Institute is delighted to offer this Customer Experience course which is part of the Marketing Fundamentals series.

Delivering great customer experience (CX) is key to ensuring brands deliver a seamless customer experience throughout their customers journey. There is a clearer understanding from organisations on how important CX is, but this has led to more complexity as businesses try to figure out how to service their customers. Meanwhile customers themselves have higher expectations on the level of experience they demand from brands they engage with. They are also easily swayed to go elsewhere for better service, even willing to pay more for a better experience. Meaning customer-centric organisations today must be aware of how to gather, analyse and respond to customer feedback in efficient and effective ways. Those leading the way in CX realise to fully understand their customers they need to be measured in both quantitative and qualitative ways.

This course delivered by Clare Kavanagh and Mark Cullen, who are both CCXP certified, will work through the key principles and frameworks around ensuring you and your business are able to deliver excellent customer service and generate customer loyalty.

When

12 January 2021

10am-1pm

Where

January 12th & 13th 2021
Online Learning

Presenter

Mark Cullen & Clare Kavanagh

Contact

Aoife Moreton

aoifem@mii.ie

Marketer Pathways Competencies

Marketer Competencies

  • Research
  • Customer Centricity
  • Marketing Capabilitiy

Business Competencies

  • Action & Results
  • commercial Awareness

People Competencies

  • Communication & Interpersonal Skills
  • Team Building
  • Developing People

Course Trainers

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Mark Cullen

Customer Experience Specialist

A Certified Customer Experience Professionals (CCXP) Mark is vastly experienced in the design, set-up and management of CX programmes across a wide range of business sectors. A member of CXPA, MRS, ESOMAR, CCMA. Mark was the author of the NPS Service Survey Report 2010 – a comprehensive and publicly published report into Net Promoter Scores in Ireland. He was also the organiser of Ireland’s Dedicated Customer Experience Conference CX Ireland.

His role is a customer experience consultant that specialises in the set-up, design and analysis of Global CX programmes. Mark now works with clients across Europe and the Middle East who are building customer experience teams so they can use his skills and experience to enhance their programmes. Clients include adidas, JP Morgan, Qatar Airways, TUI and Virgin Media.

Clare Kavanagh CCXP

Managing Director W5

Clare is managing director of W5, the award winning, specialist customer experience consultancy based in Milltown in Dublin and is a founder member of the CXPA in Ireland.

Clare is passionate about the potential of customer centricity to grow profitable businesses and W5’s purpose is to empower clients to deliver on the key activities needed to realise the benefits of a successful customer centric strategy. Facilitating customer understanding is the cornerstone of the W5 offer. W5 also work with clients to design their CX vision and strategy with supporting business cases, designing best in class customer experiences and engaging employees in the vision and work. W5 are proud of their roster of blue-chip clients including; Gas Networks Ireland, Irish Ferries, Irish Water, AIB and Davy

Clare worked for many years in Kantar Millward Brown and it was her interest in how the brand is delivered on the ground that led her to a career in customer experience. Agency life means she is knee deep in all the CX competencies from facilitating leadership, employee engagement, measurement and her starting point – creating an alignment between brand and CX.

Clare has a First Class Honours BSc Management degree from Trinity College and a Master’s in Business Studies from DCU as well as a Diploma in digital marketing. She was one of the first in Ireland to become Certified Customer Experience Professional (CCXP). She has extensive experience in CJM, World Café and Open Space workshop facilitation to drive out organisational commitment and consensus of what to Stop/Start/Continue doing with engagement.

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Terms and Conditions

Terms and Conditions apply. Membership is non-transferable and non-refundable. All event and course cancellations must be made 2 weeks prior to the event/course date. Payment is due in advance. Refunds will not be issued for non-attendance.