What you will learn:

• What is the definition of Customer Experience (CX) & Customer Experience Management (CEM)?
  How this differs from Customer Service.
• An outline of the rational, emotional, subconscious and psychological experience and why they are important.
  Why over 50% of a Customer’s Experience is about emotions.
• What do most organizations overlook? – Cultural/process impact and EX-CX linkage
• The secret to building a great Customer Experience.