Customer Experience Innovations
Discover CX trends and build an innovation roadmap to transform your customers' experience.
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Why innovate in customer experience?
Customer experience is evolving rapidly with new technologies. Companies that innovate in CX create a sustainable competitive advantage and strengthen customer retention.
Discover best practices
Explore major market innovations: AI, phygital, advanced personalization. Analyze industry benchmarks to fuel your vision and identify relevant levers for your context.
Prioritize methodically
Not all innovations are equal. Learn to evaluate the feasibility and impact of each idea with prioritization grids to focus your efforts on what really matters.
Build an actionable roadmap
Leave with a structured CX roadmap, integrating projects, milestones, and KPIs. A clear vision to drive customer experience transformation in your company.
Learning Objectives
At the end of this training, you will be able to:
- Identify major trends and innovations in customer experience
- Analyze customer expectations to define differentiating experiences
- Prioritize innovations based on customer value and business return
- Co-build innovation scenarios with your teams
- Develop a structured and actionable CX roadmap
Target Audience
This training is for: Executives, CX Managers, Marketing Directors
Program
Before the training
- Watch an e-learning module on major Customer Experience trends
- Complete a quick self-assessment on your organization's CX maturity
During the training
CX innovations overview
- Discover market best practices from CX benchmarks and industry studies
- Identify innovation levers (digital, AI, phygital, personalization)
- Compare the most inspiring CX approaches to fuel your vision
Customer expectations analysis
- Study the evolution of behaviors and expectations using ideation templates
- Identify key moments of differentiating experience
- Link customer expectations to the company's value proposition
Selecting relevant innovations
- Use prioritization grids to evaluate the feasibility and impact of ideas
- Prioritize initiatives based on customer value and business return
- Formalize innovation choices to deploy
Co-building innovation scenarios
- Participate in collaborative workshops using ideation templates
- Imagine new high-value customer experiences
- Test and enrich concepts through group feedback
Building a CX roadmap
- Structure projects, milestones, and KPIs to track results
- Integrate the roadmap into company strategy
- Plan governance and implementation steps
Teaching Methods
- Theoretical and methodological input
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and delivered by 40 field specialists.
Frequently Asked Questions
What are the main customer experience trends currently?
The training covers major innovations: AI and personalization, phygital (physical-digital fusion), intelligent automation, and seamless omnichannel experience. You will discover market best practices through industry benchmarks.
How to prioritize CX innovations to implement?
You will learn to use prioritization grids to evaluate the feasibility and impact of each idea. Prioritization is based on customer value and business return to identify quick wins and structural projects.
Is this training suitable for my industry?
Yes, CX innovation principles apply to all sectors. The training includes collaborative workshops where you will work on your specific cases to adapt concepts to your specific context.
What deliverables will I get at the end of the training?
You will leave with a structured CX roadmap, including priority projects, milestones, and KPIs to track results. This roadmap will be directly integrable into your company strategy.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables our training programs to be funded by OPCO.
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Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)