Date and Time of Classes:
2021 July 27, 29, August 03, 05, 10.
19:00 to 22:00 (GMT -3 – Brasilia Time).
06:00 to 09:00 PM (EDT – Toronto Time).
IT TAKES 5 DAYS TO LEARN HOW TO TRANSFORM YOU AND YOUR COMPANY
My name is Sergio Frias and I have over 30 years of experience in the business world working for the last 20 years in the aerospace market. During this time, I created and implemented a people and organizational development program called N.I.C.E. The methodology used on this program, that operates a transformation on the way Customer Experience is understood and applied, was tested and approved by the amazing results it brings to the companies. Now I am making my dream of sharing my passion for Customer Experience with the world come true.
I condensed my program into 15 hours divided into 5 live classes delivered over 5 consecutive days. I will share with you the knowledge I accumulated over all those years.
This is a once in a lifetime opportunity, so subscribe now and get ready for the transformation.
Who this bootcamp is for?
This bootcamp is for those who want to transform themselves and the place they work. You can be a businessman or an employee in a company. Doesn’t matter your seniority level, the thing here is to get you ready for the battlefield out there. It is for those who want an opportunity to ascend in their career, using Customer Experience as the ladder, but most of all is for those who want to make a contribution to society by means of making people’s lives better delivering quality service, concurrently with great business results.
What if you could provide your Customers with Memorable Experiences, that would trigger their Emotions and get them coming back for more ? The NICE Bootcamp can help with that.
The objective of the Bootcamp is to pave the way for the Leaders of Change that will revolutionize the way their companies deliver Great Customer Experiences.
The Bootcamp is the compact version of the NICE Program, delivered all in one week.
It is a People and Organizational Development Program that enables the Transformation of Process/Operations driven companies into Customer Centric Organizations.
The Bootcamp summarizes the main steps to get Processes, Tools, People and Culture of the companies aligned with the purpose of delivering Great Customer Experiences.
The typical format of the Bootcamp is 3 hour long live classes delivered in the evening, during 5 consecutive days. In total it is a 15 hour long course that covers the 8 modules of the NICE Program.
Context: Understand where we are in terms of CX and identify the Gap between where we are and where we need to be.
Benchmarking: Figure out who are the companies that apply the best practices that we need to bridge the Gap identified in our CX Journey. Here we understand who defines our Customers’ Expectations for us to learn from them, ideally forming a Partnership with the Best in the Marketplace.
CX Mapping: Here we discuss how to map the entire Customer Journey, to define a Hierarchy of Needs for improvements of our CX. This is a very comprehensive analysis to find out how our Customer’s Expectations are created by our Brand.
The Essence of NICE: This module talks about the various levels of performance related to the Customers’ Expectations and how we have to develop our people for them to deliver Great Customer Experiences.
Triple “A” Organization: A very hands on approach is needed to review the Processes, Update the Tools, Develop People and Change the Culture. In this module we discuss how and help to create the Action Plans.
Knowledge Sharing: This module shows how we can map the knowledge inside our organization, so we can guarantee that this knowledge is available to all people that need it to deliver the Great Customer Experience.
Right People at the Right Place: People that are happier and love what they do are much more productive and much more capable to deliver Great Customer Experiences. In this module we discuss how you can map people’s profiles to move them around to their place of highest performance.
The True Meaning of Service: Here we learn that there is no higher Purpose than Service to Others, and how we can empower our people for them to meet the Customers Expectations.
-Who Am I ?
-The Golden Circle
-What is NICE ?
-What is Customer Experience (CX) ?
-Why CX is so Important ?
-The Experience Economy
-Trends Driving CX
-Disney’s Take on CX
-What is ROX (Return On Experience) ?
-Program Schedule and Dynamics
-Fundamental Beliefs and Fallacies
-Letting your Customers Go !
-Gap Identification – Where We Are and Where We Should Be
-Understanding Where You Trully Are.
-Transformation – What does it take ?
-How Expectations are Defined ?
-By Whom ?
-Best Practices – Learning from the Best.
-CX for HNWI – High Net Worth Individuals
-CX for Elderly
-CX During and After Covid-19
-Startups and the Innovation Ecosystem
1) The Essence of NICE:
-The NICE Model – Performance, EX and CX
2) The Right People at the Right Place:
-Richard Branson’s Advice
-Who is the Right Person ?
-Where is the Right Place ?
-Profiles and Competencies Mapping
-MBTI / DISC / PI
-MVP’s , Intra-Entrepreneurs , Influencers
-Recognition and Incentives
3) The People and Technology Balance:
-A BOT Dialogue
-Will Technology Replace Humans ?
-Misuse of Customers’ Info
-The Need for Customization
-How Good Technology Really Is ?
1) CX Mapping:
-What is CX Mapping ?
-Why is it so Important ?
-How Wide and How Deep ?
-The Components of the Experience
-5 Points of the Hierarchy of Gaps
-How to Map
-Tools to Support the Mapping
-The 7 Factors of the User Experience
-The Experience Design
-The Role of Empathy
1) Knowledge Sharing:
-Sources of Knowledge
-Mapping the Knowledge
2) Triple “A” Organization:
-What is a “AAA” Organization ?
-Customer Effort Score
-6 Sigma and Lean Philosophy
-We Are All In This Together
-How “Agile” Can Help ?
-Third Party Interfaces
-KPI’s to Measure Performance
Call To Action:
1) The True Meaning of Service:
-Service to Others
-There is no Higher Purpose
-Connection to a Purpose
-The Modern Call Center
-Hiring Talent and Not Workforce
2) The Power and the Servant Leader:
-Who is Really the Boss ?
-Empowering the Team
-Profile of the Servant Leader
-Why Servant Leaders are More Effective ?
-The Role of the CXO
3) The Power of Storytelling and Staging:
-The Important in Life is to Have Stories to Tell
-The Scientific Side of Storytelling
-Why we Value the Stories ?
-The Scenario – The Stage
-The Work that Makes the Magic
-‘The Hero’s Journey.
-Summary of the Program
-What is left as the Message ?
- Lectures 20
- Quizzes 0
- Duration 15 hours
- Skill level All levels
- Language English
- Students 0
- Certificate Yes
- Assessments Yes