Medallia Customer Experience Certification

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1 Medallia Customer Experience Certification Practical guidance for your customer experience journey Whether you are just getting started on your customer experience journey or are looking to evaluate and advance your existing program, the Medallia Customer Experience Certification gives you the practical tools to excel. The course provides an end-to-end framework of best practices for developing and evaluating your customer experience program. About the Medallia Institute Created by Medallia, the global leader in customer experience management, the Medallia Institute is the place to go for guidance that will unleash the potential of your customer experience efforts. The Institute s goal is to help companies improve performance by developing skills and best practices. Courses and workshops emphasize practical approaches and examples, so you can put everything you learn into action..com

2 Medallia Institute Why Attend? Get stronger results from your customer experience efforts Apply practical frameworks and approaches to your company s unique challenges Improve your company s customer feedback processes Explore case studies and examples from leading brands Be inspired by customer experience experts and like-minded peers Join Us If your peers turn to you for advice on customer experience, this course is for you. Program managers Customer experience executives Brand managers Analysts and researchers Business unit customer experience leaders Department champions and customer feedback specialists Earn recognition as a customer experience expert

3 Course Curriculum Unit 1: Setting customer experience business objectives What you accomplish with your customer experience efforts is intimately tied to the clarity of your strategy and goals. We begin the course by exploring the crucial link between customer expectations, customer experience delivery, and the creation of business value. You will develop customer experience program objectives that are linked to your company s business goals, and explore practical examples of proof points that demonstrate how customer loyalty impacts business performance. Explain how customers experiences influence their future behavior Link your customer experience program objectives to your company s business goals Describe the behaviors of loyal customers that add business value Unit 2: Establishing an active listening approach At the core of any customer experience program is an effective, customer-centered listening approach. In this section, we start by mapping the customer journey to inform both the timing of customer feedback and the experiences that are most relevant to customers. With that as background, you will then move into the rapidly evolving area of feedback design, exploring the latest methods and technologies for getting feedback in a way that engages both customers and employees. Map the key touchpoints customers have with your brand Identify appropriate times to get feedback during the customer journey Select feedback channels that maximize ease and relevance for the respondent Choose a sampling approach that balances information needs with the frequency of customer contact Assess the effectiveness of your feedback design.com

4 Unit 3: Building accountability across the organization Only your employees can unleash the power of customer feedback just gathering data is not enough. In this section, we focus on the critical importance of internal communication, buy-in, and accountability. You will practice techniques for communicating the relevance of customer feedback to key executives. You will also see how other companies have structured program rollouts, designed internal training, and identified the teams that are accountable for taking action on feedback. Motivate executives to use customer experience as part of their business strategy Outline the major phases of a customer experience change road map Identify the components of a communications and training plan to drive use of customer feedback company-wide Describe the role of key teams that support an integrated customer experience program Unit 4: Empowering action at the frontline Every customer interaction is an opportunity to either excel or drop the ball. The best companies grasp this opportunity and follow up on customers feedback one-to-one. In this section, we outline the objectives of closed-loop feedback and explain how to set guidelines and grant authority so that frontline employees can take action. You will also analyze how to set up closed-loop processes through a hands-on case study. Set objectives for closed-loop action that supports business goals Outline the components of a successful closedloop process, including escalations Develop effective guidelines, templates, and training for closed-loop communications Explain how to tailor closed-loop follow-up for different business settings I took away some very innovative tools to assess the effectiveness of our long-standing program. Our executives were excited about the enhancements and the program team was energized and motivated. KIM PALENIK Verizon Enterprise Solutions.COM

5 Unit 5: Driving strategic improvements and innovations As programs mature, easy fixes become harder to find. Innovation requires a clear understanding of customer priorities and collaboration across organizational silos. In this section, you will learn common ways to identify trends, key drivers, and pain points using quantitative data as well as comment data. Back that up by prototyping, piloting, and field testing new ideas, and you ll be ready to make incremental improvements as well as game-changing innovations. Use quantitative data to identify trends and pinpoint improvement opportunities Use comment data and text analytics to clarify customer themes and experiences Leverage customer-centered design processes to create customer experience innovations Measure the effectiveness of improvements using field testing and customer feedback It s so helpful to meet fellow customer experience professionals from other companies and industries faced with similar challenges. I ve been in CX for many years, and I still came out with new insights and many takeaways for boosting and enhancing our program. ANDREA BANFIELD Customer Advocacy Manager, Medibank.COM

6 Unit 6: Motivating excellence and customer-focused culture Sustaining excellence is possible only when customer feedback becomes part of the fabric of day-to-day operations. In this section, we explore the importance of aligning goals and actions at all levels of the organization to create a customer-focused culture. We explain the dos and don ts of using customer feedback to coach teams, and share best practices for using incentives and recognition to motivate customer-centric behavior. Explain the critical role of leaders in building customer-centric culture Align every employee s actions with the customer experience Describe best practices for using customer feedback to coach teams Establish effective goals and incentives Your Action Plan To conclude the course, you will revisit the best practices we ve covered by assessing your own company s situation and developing an action plan. Identify the top areas of opportunity that support your program and business goals. Assess your existing program to identify opportunities for improvement Prioritize areas of focus when rolling out a new customer experience program.com

7 Get Certified After completing the course, join an elite group of customer experience experts by successfully passing the Medallia Customer Experience Certification exam. The optional exam will be offered online following the course for participants interested in earning certification. The exam is self-administered in a timed, open-book format, and can be taken any time during the month after the course concludes. How to Register Visit the Medallia Institute website to view upcoming course locations and pricing, and to register. Registration questions? Contact Rachel Nagrecha at: info@medalliainstitute.com Special pricing is available for groups of three or more. intitute.medallia.com No matter what stage you re in with your CX program, you will gain numerous insights into how you can enhance and improve it. I walked away from the course with a formidable action plan to further operationalize customer feedback into our decision-making processes as well as a great network of CX professionals! TOM SCANTLEBURY Director of Customer Experience, Wyndham.COM

8 About Medallia Medallia is the Customer Experience Management company that is trusted by hundreds of the world s leading brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance. Medallia s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and actions everywhere from the C-suite to the frontline to improve the customer experience. Founded in 2001, Medallia headquarters are in Silicon Valley. Medallia has offices in New York City, London, Sydney, Melbourne, Hong Kong, and Buenos Aires. Learn more at Follow us on: medallia-inc MedalliaInc.COM Copyright Medallia Inc. All rights reserved.