Building a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation - Microprogram | Afi U.
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Afi U. microprogramBuilding a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation

Ready ? Start here
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Start date

October 14, 2025 | Montreal

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Duration

3 days

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Fee

$2,340

Building a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation

Accelerate Your Growth with a Customer-Centric Culture

In an increasingly competitive landscape where customer expectations are rapidly evolving, organizations must adapt to stay relevant and competitive. Embracing a customer-centric approach is now a strategic priority, helping you better understand and anticipate your customers' needs while boosting their satisfaction and loyalty.

Artificial Intelligence (AI) is a powerful tool for analyzing customer behavior and delivering personalized recommendations. However, building a truly customer-centric culture goes beyond having a service strategy. It requires a fundamental shift in your processes, operations, and how you integrate innovative technologies like AI.

This training is designed for decision-makers, managers, and customer-facing teams looking to transform their organization into a true leader in customer experience.

Be ready to ...

  • Build strong customer relationship management skills

  • Enhance your leadership skills

  • Boost your innovation capacity

  • Increase employee engagement

... and drive immediate value for your organization

  • Boost customer loyalty and satisfaction

  • Enhance financial performance

  • Stand out and strengthen your position as an industry leader

  • Strengthen your organization’s brand and reputation

Experience the learning journey
with Afi U.

Intensive learning experiences designed for professionals seeking rapid advancement in a specific field. Immerse yourself in interactive, in-depth learning sessions led by field experts. Leave with practical, adaptable skills ready for immediate implementation in your workplace.

Engage with your microprogram

Learning activities

  • 2 Workshops
  • 2 Case Studies
  • Management skills self-assessment
  • Individual action plan
  • Reading and preparatory assignments

Science and technology

  • Knowledge reinforcement
  • Practical challenges and action plan follow-up
  • B12 platform to support learning transfer
  • Microsoft environment enabling collaboration

The community

  • Mixed cohorts from diverse backgrounds
  • Workgroups with peers in similar roles and functions
  • Preferred access to the Circles by Afi U.

Study plan

Session 1

Introduction to Customer-Centric Culture and Understanding the Customer Journey (1 day)

Objectives:

  • Understand the fundamentals of customer culture and its impact on competitiveness.
  • Identify the key stages of the customer journey and the essential touchpoints for satisfaction.

Content:

  • Overview of current challenges, the benefits of a customer-centric approach, and case studies of companies succeeding with this culture.
  • Mapping customer journeys, analyzing touchpoints, and a hands-on mapping exercise.

Session 2

Developing Empathy and Active Listening (90 minutes)

Objective:

  • Learn to deeply understand customer needs using active listening techniques and conversational AI.

Content:

  • Interactive workshops to practice active listening and case studies on empathy in customer experience.

Session 3

Incorporating the Voice of the Customer into Strategic Decisions (90 minutes)

Objective:

  • Use customer feedback to optimize strategic decisions with AI tools.

Content:

  • Collecting and analyzing customer feedback, workshop on AI tools for extracting trends.

Session 4

Creating Exceptional Customer Experiences (90 minutes)

Objective:

  • Create memorable customer experiences that drive loyalty and differentiation.

Content:

  • Strategies for designing customer experiences and analysis of successes from leading companies in this area.

Session 5

Promoting a Culture of Continuous Improvement (90 minutes)

Objective:

  • Develop a culture of continuous improvement by measuring key performance indicators.

Content:

  • Using AI to automate the collection and analysis of customer satisfaction data.

Session 6

Managing Organizational Change Toward a Customer-Centric Culture and Measuring Its Impact

Objectives:

  • Facilitate the transition to a customer-centric organization through effective change management.
  • Evaluate the effectiveness of a customer-centric culture using KPIs and automated measurement systems.

Content:

  • Approaches and tools for integrating customer culture into organizational processes.
  • Creating dashboards, monitoring performance, and interpreting data using AI technologies.

Microprogram Lead and Trainer

Stéphane Goyette
Profile

Stéphane Goyette brings over 35 years of experience in digital transformation, customer experience, and fostering innovation-focused cultures.