Workshop Materials

• Course Workbook
• Job Aid

Idea Starters

• Communication
• Sharing Customer Stories
• Non-Customer-Facing Roles and CX

Optional – Deeper Dive

• Introduction: Book excerpt “What is customer experience?” from Leading the Customer Experience
• Pillar 1 – Vision and Goals: Book excerpt “Define and communicate your vision and goals” from Leading the Customer Experience
• Pillar 2 – Employee Engagement: Traits of Engaged Employees worksheet
• Pillar 3 – Voice of the Customer: Customer Expectations worksheet
• Pillar 4 – Customer Service: Book excerpt “Boosting the Value of Customer Service” from Leading the Customer Experience
• Pillar 5 – Customer Narrative: CHEP Journey Map
• Pillar 6 – Processes and Technology: Book excerpt “Shaping Processes and Technology” from Leading the Customer Experience
• Pillar 7: Customer Advocacy: LinkedIn Learning Course Customer Advocacy
• Pillar 8 – Innovation: LinkedIn Learning Video “Strive for Participation in Product and Service Innovation” from the course Customer Experience Leadership
• Pillar 9 – Investments: ROI Calculations Toolkit
• Pillar 10 – Leadership: LinkedIn Learning Course Customer Experience Leadership