Building and scaling capabilities
In order to build a great experience, every contributing function needs to be meticulously aligned. It’s the role of design and the design manager to deploy their unique capabilities whilst knowing when to lead or support other functions. Some of the topics covered in this module include:
Show understanding of the CX arena and CX persona.
Know the role of design management in the organisation-wide field of Customer Experience Management.
Apply the different types of design contributing to CX.
Demonstrate what design should do and what not in the field of CX.
Develop and present a customer experience arena with clear ‘next steps’ that improve the current experience.
Drive the agenda for customer experience management.
PARK training materials can be found in the Livebook, our e-learning application.