Multicultural Customer Experience Professional In-House Training Course

Course overview

Globalization is an integral part of today’s world, and it keeps expanding into all aspects of business and life. Knowing how to operate in our highly multicultural planet is crucial for the success of any modern business or government entity. To meet this target, understanding the key differences and specificities of cultures and cross-cultural communication is an absolute must.

This course highlights the particulars of multicultural relations, the importance of adjusting strategy according to the surrounding environment and the best practices to succeed in providing an excellent customer experience in a particular market as well as growing globally. Course sessions provide expertise on CX Management in the multicultural environment and present innovative tactics for structuring the best standards for your CX team. We review the top implementation practices for solid enhancement of your company’s achievements in our multicultural world.

Explore the key focus areas that will help you as a professional to build a truly client-oriented organization in this multicultural environment. You will gain knowledge in the following:

• Present trends and development of the multicultural environment
• How to provide an excellent level of internal and external multicultural CX
• The Influence of globalization and its potential benefits
• The specifics of multicultural digital psychology and experience
• Possess the expertise in how to apply the best available standards

Who Should Attend

• Customer Experience (CX) Managers
• Marketing Professionals
• Service Quality Managers
• Operation Managers
• HR Managers
• Sales Specialists
• Brand Managers
• All professionals who are responsible for any part of Customer Experience Journey

What will you gain

This Atton Institute course provides certified professional status in the challenging multicultural environment and equips you with the ability to:

• Understand how globalization influences customers’ needs and expectations
• Implement international CX standards to outperform the competitors
• Acquire a unique skillset that helps your career in any multicultural environment
• Explore the specifics of multicultural consumers and how to apply the right CX principles
• Study the truly crucial elements of Client Experience management
• Apply the distinct elements of digital experience for your international clients
• Master the channels of delivering the perfect cross-cultural consumer experience
• Know how to maximize profits via introduction of multicultural CX consistency
• Develop a strong understanding of various elements of the Multicultural Environment
• Establish and implement company standards to get ready for global extension
• Use the best CX praxis for multicultural customers to attain customer loyalty and happiness

Course content

• Fundamentals of Customer Experience and Its Rising Importance
  • What is customer experience and why is it important?
  • Local vs Multicultural Customer Experience
  • What’s in it for me and my organization?
• Specifics of Multicultural Customers – Understanding Who They Are
  • Internal and External Multicultural Customers. Explore the difference
  • Cross-Culture specifics - expectations and implications
  • Overview of multiculturality in terms of customer experience
• Customer Experience Management (CEM) Implementation in Multicultural Environment
  • What Customer Experience Management (CEX) is about
  • Delivering consistent customer service & experience
  • Increasing complexity of customer service due to Multicultural environment
• Influence of Globalization and Changes in Customers Expectations and Wants
  • Studying the reasons why customers behaviour is changing
  • Consequences of the changes for business and its employees
  • Upcoming changes – what to expect it the nearest future?
• Necessary Elements of Perfect Customer Experience Structure
  • Customer experience measurement pyramid (McKinsey method)
  • Getting inside customer’s minds
  • Exploring the best practices
• Customer Experience Dependence on Business Type and Corporate Culture
  • Different industries and different expectations
  • Corporate Culture and Business Positioning influence on Service Standards
  • Setting the limits of your readiness for exposure to international environment
  • Why certain level of Customer Experience is important for every industry
• Providing Multicultural Digital Experience – the Best Practices
  • What is Digital Customer Experience
  • The difference in Customer Service & Experience in the digital environment
  • Expectations on forthcoming changes in digital customer experience
• How to Successfully Deliver Cross-Cultural Customer Experience
  • Best channels to deliver consistent CX
  • Importance of being beware of cultural diversity and related differences
  • Key points that will make your international company special
• Setting Standards for Customer Experience Excellence – Culture Matters
  • Designing and implementation of the right strategy
  • Implementation success – role of systematic approach
  • Making your team ready to apply the changes
• Seeing Your Service from Customers` Point of View
  • Methods on how to look at your business with customer`s eyes
  • Best means to collect necessary information from your customers
  • Understanding the actions to be taken to improve the existing CX
• Praxis Guide on Provision of Best Multicultural Customer Experience
  • Key points to start with on your path of the changes
  • Adapting the standards to the requirements and needs of your organization
  • Possible pitfalls and risks of implementation and top tips to avoid such