Day 1

Introduction
Module 1: Reality Check

Module 2: Understanding the Complete Experience
Module 3: Economics of Customer Experience

Module 3: Economics of Customer Experience (continued)
Module 4: The Customer Journey

Module 5: Customers and Emotional Engagement
Wrap Up

Day 2

Module 6: Innovating Your Customer Experience

Module 7: The Social Media Experience

Module 8: Employee Experiences
Module 9: Customer Centric Organization

Module 9: Customer Centric Organization (continued)
Wrap Up

Day 3

Module 10: Change Management

Module 11: Delivering and Measuring The Customer Experience

Module 12: Customer Experience Management – Voice of Customer Governance Model

Module 13: How to Drive Customer Experience Throughout the Organization
Wrap Up