A Workshop on Customer Experience Mgmt and Role of IT tools

A Workshop on Customer Experience Mgmt and Role of IT tools
According to Garner, 89% of all businesses will compete on customer experience in this decade. Thus, Customer Experience will be the key differentiator for organizations who want to strive and outshine to be Market Leaders and Disrupters. This scenario necessitates organizations to change the mindset and opening up the whole organization to accept CX and quick transition from the mindset of task/goal driven approach to an approach of empathy, co-creation & humanization of work.

Our Solution:    

This one-day workshop introduces the basics of Customer Experience along with “Outside-In Thinking” and helps getting started immediately with “Putting the Customer first” approach.


Benefits  / Takeaway:

By the end of the workshop,  you would

  • Identify how to open the doors to co-creation along with the customer for the business growth.
  • Embrace the context of Customer's Needs (Primary, Secondary & Latent Needs): Who, What, Where, When Why, How
  • Gain clear understanding of the customer behavior along with clarity about their needs and wants, thereby defining the customer persona
  • Demonstrate the capability of walking through the entire customer experience and identifying all the‘Touch Points’ throughout the service/product offering
  • Understand the Customers Journey and draw upon rich insights from the whole experience the customer has
  • Define the customer segmentation landscape
  • Gain knowledge about the various layers of experiences (as in Functional, Digital & Emotional Experience)
  • Have a mastery of the concept of‘Successful Customer Outcome’ and ability to link them to the business outcomes.


Program outline

Session I :

  1. Lego Exercise
    1. Customer Journey Mapping
    2. Organizational Process flow Mapping
  2. GAP Analysis


Session II :

  1. Application of IT concepts to enhance customer experience using :
    1. IOT
    2. Data Science
    3. Business Process Management
    4. Ticketing System


Methodology Used:

The LEGO® SERIOUS PLAY® approach enables participants with a tool to share and involve the various stakeholders in highly effective and engaging ways.


Who should attend

  1. All Team members / Employees of Customer Facing Team like Customer Service, Sales, Marketing, Contact Center.


  2. Entire Workforce who support customer facing teams, but are not directly involved in customer facing roles eg : Admin, HR, Finance, Accounts, Backend, Logistics



Ms. Sucheta Dhere, PMI, Inflexion Point Consulting Pvt. Ltd.

She has more than 20 years of experience in Capacity building and project management. She is actively associated with CII.  She has conducted numerous workshops on Project Management, Leadership coaching, startup mentoring. She is been advisory on PMI to many IT companies like IBM, TCS, Virtusa, Verizon to name a few of them.

Mr. Laxman Murugappan

Laxman is a certified Lego Serious Play facilitator and users playshops as key strategic intervention to help organization nurture new age mindsets amongst its custormers, Employees, Vendors. He has expertise in customer journey mapping, Innovation, Lego serious play, business process management etc.



  1. for members = Rs. 2100 + GST =Rs. 2478
  2. for nonmembers Rs. 2500 + GST = Rs. 2950


Contact for Registration:

Ms. Swati Dhotarkar, Tel : 25709192

Email : swatid@mcciapune.com



12/20/2017 9:30 AM - 12/20/2017 5:00 PM
Shekhar natu training hall no. 3
505, A wing, 5th floor
MCCIA trade tower, ICC complex
MCCIA, S B Road, Pune 411016 India

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