Start date
May 8, 2025 | Montreal
See the othersAfi U. microprogramBuilding a Customer-Centric Culture: Drive Loyalty, Growth, and Innovation
Ready ? Start here
Duration
3 days
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 Coordinator
Sara Garneau
ProfileSara's talent for harnessing technology for customer experience, operational excellence, and the creation of new business models has shone for over two decades, both in Quebec and internationally, across traditional and emerging sectors. Over the past 25 years, Sara has worn many hats, providing her with a 360-degree vision of technological ecosystems and their impact on organizations.
Reinvent yourself or adapt to the opportunities associated with omnipresent technology: this is the common thread running through Sara’s professional mission and what influences the development of Afi U.’s training experience to support the ongoing digital transformation.
