MODULES
Three, two week instructional “sprints” with application periods in between for teams to apply best practices with coaching from EMM Group.
OVERVIEW
Based on EMM Group’s Customer Experience Strategy framework, this course was developed in conjunction with CorpU, a leading online learning company, as a project team based virtual course using the CorpU’s best practices and learning platform. The learning experience is designed to allow busy professionals to learn while still performing their jobs. During the instructional sprints, teams are required to spend up to an hour a day in learning activities complemented by live sessions with the expert facilitator and other teams.
RECOMMENDED FOR:
Project teams comprised of marketing, sales, and other cross functional peers who want to learn about cutting edge best practices and apply them to deliver a transformational strategy to delight customers and capture new value.
FORMAT:
The course is delivered as a guided online learning experience of three, two-week instructional sprints consisting of reading, case studies, videos, discussions, and exercises complemented by live sessions with coaches and cohort teams. During the application periods, teams complete project work with the help of the EMM Coaches.
OBJECTIVES:
Accelerated learning of the best practices of customer experience strategy and how to apply them to your business to delight customers, differentiate your brand and create competitive advantage.
CONTENT:
- Overview of the Customer Experience Framework, the business case, and the keys to success
- Customer Journey Map Best Practices – role of segments and personas, developing a journey hypothesis
- Journey Map Validation – planning and executing VOC, customer analysis and identifying the key “moments of truth”
- Prioritizing actions and techniques for ideating solutions
- Formulating a strategy and roadmap for piloting and implementation
PRICING:
- The price for this course is ‘per team’, contact us for further information.
Speaker
Ralph Cummins
Ralph Cummins is the President & Managing Director, EMM Group. A self-described “strategy nerd” — Ralph is fascinated by brand, marketing, and experience strategy as levers of growth. As a deeply experienced strategist, Ralph is adept at connecting the dots. He quickly sees how things fit together and is able to identify how to align and inspire a team toward a solution. And Ralph is eager to observe and analyze new ideas and insights and to apply creativity and lateral thinking in order to develop new approaches to solve market-based growth challenges.
As a management consultant, Ralph has led the development of strategic growth initiatives for a variety of agricultural and food industry brands including DuPont Crop Protection, Pioneer Premium Seeds, Del Monte Foods, the global launch of Lumigen (the DuPont/Pioneer seed treatment business), Corbion Sustainable Food Solutions, Biomin, JBS USA and more. Ralph has spent more than his fair share of time with farmers, growers, producers, distributors and their partners in China, India, Brazil, the EU and throughout North America.
Prior to becoming a management consultant, Ralph enjoyed a long advertising career in California as a strategist and account manager and is proud to have worked on the launch or relaunch of many successful brands including Del Monte’s lite, natural and tomato lines, Pizza Hut delivery, Dreyer’s/Edy’s sorbets, Coca-cola’s Vanilla Coke, the original Sonicare toothbrush, the national launch of Glen Ellen wines, Einstein’s Bagels, and many others.
For registration inquiries, please send us a message at:
Rand Mendez - rand.mendez@isbmb2b.com
Lori Nicolini - lori.nicolini@isbmb2b.com
Lynn Yanyo - lynn.yanyo@isbmb2b.com
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