Strategic Customer-Centricity Training Programme
First developed in 2019 by Paul Rouke for delivery on the MSc in Digital Marketing at MMU, this 6 part intensive training course is delivered over 3 days via Zoom (or in-house with appropriate travel and accommodation costs added).
There is an optional 1-day workshop after the 3-day programme where I work with you to establish the opportunities for your business
Training Benefits & Impact
Agency & client experience
Paul Rouke has 20 years industry experience, working agency side for the last 16 years running and growing expert CRO and UX agency PRWD.
Paul Postance has over 20 years experience, working in-house in senior leadership roles in experimentation and digital transformation.
Train up to 20 of your team together
The more people you bring on to the training programme, not only does it work out cheaper per team member for the course, it also means you have more of your team learning about and being inspired to help your business become customer-centric.
Practical, actionable, impactful
Our training programme is not only in-depth and full of condensed experiences from the last 20 years, but it also has a practical element too.
The goal of the training programme is to provide a wide number of your team with the knowledge and determination to want to really help push your business towards becoming truly customer-centric.
The learning outcomes
Critically evaluate the effectiveness of your organisations customer-centricity strategy
Identify the areas across your business that need to be improved or changed
Execute a business transformation from product-led to customer-led
Your own strategic Customer-Centricity Maturity Audit for your business
An action plan for helping your business start becoming more customer-centric
The training programme
Session 1 - Introduction to Customer-Centricity
What is Customer-Centricity? What differentiates the worlds most successful companies? The old and new HIPPO. The difference between a product-led and a customer-led mindset. How your mindset is expected to change during the unit
Session 2 - Strategy & Culture
This session focuses on how well customer-centricity is aligned to the growth strategy of your organisation. It explores what type of culture and mindset the business has, and whether or not there are senior, influential champions who are advocating a truly customer-led culture.
Session 3 - Tools & Technology
This session focuses on the tools and technology your organisation uses to enable a robust customer experience improvement strategy. It includes the web analytics platform, VOC and behavioural insight tools, and what level of resource and skills your organisation has to harness the technology that has been invested in.
Session 4 - People & Skills
This session focuses on what type of appreciation your organisation has towards investing in a multi-disciplinary team to help drive an intelligent customer-led user experience improvement programme. It looks at skill sets including user research, UX design, web development, persuasion and copywriting.
Session 5 - Process & Methodology
This session focuses on the approach that the business takes to delivery customer experience improvements through a customer-led mindset. It looks at the key characteristics of how hypotheses are created and prioritised, the design process for CX improvements, and how changes to the CX are analysed and learnings gained and shared.
Session 6 - Where Customer-Centricity Starts
This final session looks in detail at 1-1 user research - in-depth qualitative research which can open doors for businesses that they never thought existed. This type of research is very often the catalyst for a company accelerating on the path towards becoming truly customer-centric.
Who carries out the training?
Paul Rouke
Paul has been working in the digital industry for over 20 years. For 16 years Paul ran UX and CRO agency PRWD, where he worked with brands across many sectors from SME’s to some of the worlds biggest brands.
Paul is a lecturer, author and keynote speaker.
Paul Postance
Paul has been working in the digital industry for over 20 years, holding several senior-level positions at brands including EE, Very, Virgin Media and Thomas Cook. Paul is a digital transformation and experimentation expert who thrives on helping business transform into becoming truly customer-centric
Training investment
£7.5k
3 Day Training Programme For Up To 20 Team Members
The more team members you invite to the training, the most cost-effective it becomes for your business.
For smaller businesses please get in touch and we can explore ways of providing a more streamlined training programme with a smaller investment.
