QCX.INSTITUTE
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MasterClass CRM & CX Course

actionable & practical instructor led learning

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Classes limited to 22 participants.

to ensure optimum interaction and learning takes place. Registrations accepted first-come basis.

COURSE FACILITATOR

Graeme J. Boorer

Graeme J. Boorer

Across seventeen industries, Graeme Boorer has designed and implemented citizen and customer centric programs for over sixty Australian and international enterprises, in both public and private sectors. Beside hands on experience, his ongoing research into best practice and thought leadership in these fields make him a sought after speaker and industry commentator. Graeme’s consulting clients include: The Royal Mint, GeoSciences Australia, Macquarie Bank Limited, Waverley Council, AMP Financial Services, Suncorp Bank, Telstra, Australia Post, Salmat Group, City of Sydney, Transurban, Mitre 10, National Maritime Museum, The Herald & Weekly Times, Commonwealth Bank Limited, Justice NSW, and Sydney Futures Exchange.

 

For further details or delegate registration, click on the links below:

 

Day One PROGRAM:

 12:30 Foundational Principles & Frameworks

13:00 Understanding the Nine Critical Building Blocks

13:45 Creating a compelling Customer Vision

14:00 Designing Vision Empowered Strategies

14:45 Customer impacting processes critical role

15:15 Afternoon Refreshments

15:30 Scoping a Customer Experience Program

16:15 Creating & Imbedding Change

17:00 Key Takeaways & Review

17:30 Close

Day two PROGRAM:

12:30 Foundation Day’s Review

13:00 Master a Technology Evaluation HeatMap

13:45 Technology HeatMap Workshop

14:00 Harness Customer Lifetime Value

14:45 Single View & Customer Data Integrity

15:15 Afternoon Refreshments

15:30 Metrics to Win Budge & Resources

16:15 Customer Segmentation & Profiling

17:00 Build Trust & Customer Centricity

17:30 Close