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The Daniel Group CX Institute

The Daniel Group CX Institute offers CX Training and Coaching to help executives, program leaders, and managers to implement, evaluate, and grow their B2B CX program. At The Daniel Group, we have more than 30 years of CX experience with more than one million surveys. As a result, we have the data and expertise to develop a CX Institute. We are starting with three training initiatives: CX for Executive Teams, CX Program Leader Certification and CX for Frontline Managers.


CX for Executive Teams

Ready to create a successful and profitable CX program? Our workshop can help you provide the overall framework and oversight for creating a successful CX program.

  • One-day, in person workshop hosted in Charlotte, NC
  • Small group training cohorts
  • One-hour individual consultation with Lynn Daniel, CEO, or Doug Fowler, President
  • Three 90 minute remote follow-up sessions with your co-hort

Curriculum

  • Training is designed around Six CX Pillars of Customer Experience
  • Purpose of CX
  • Goals and Governance
  • Customer Listening (and Action)
  • Employee Engagement
  • Analytics and Continuous Improvement
  • Closing the Loop

Key Features and Benefits

  • Build loyal customers and employees by linking CX to your company’s mission
  • Connect CX to Continuous Improvement
  • Identify where you need to improve through customer listening; not just score tracking
  • Create a CX culture with your employees
  • Utilizing feedback data on a regular basis to improve all locations and divisions

Ready to learn more?


The Daniel Group CX Institute: CX Program Leader Certification

Our clients have strongly expressed interest in CX Leadership Training. We listened, and our CX experts have developed a two-day CX curriculum to help launch and improve programs. The next training will be offered October 8 and 9, 2024, in Charlotte, NC.

  • Two-day, in person workshop hosted in Charlotte, NC
  • Small group training cohorts
  • One-hour individual consultation with Lynn Daniel, CEO, or Doug Fowler, President
  • Three 90 minute remote follow-up sessions with your co-hort

Curriculum

  • CX Leadership Fundamentals
  • Assess your Current CX Program
  • Develop a CX Strategy
  • Engage the Frontline
  • Audit Customer Touchpoints
  • Conduct a Training Needs Assessment
  • Utilize Tools for CX Success
  • Analyze Feedback to Drive Improvements

Key Features and Benefits

  • Set Direction and Build a Strategic Plan
  • Get Buy-In at All Levels of Organization
  • Learn How to Move the CX Needle
  • Build a CX Culture: Drive Clarity, Confidence, Momentum
  • Succeed! – Celebrate and Communicate Progress and Key Wins

For more detailed information and registration, click here.

The Daniel Group CX Institute: CX for Frontline Managers

Don’t know where to start? Not seeing improvement at the frontline? Now what?

Our training provides specific tools and frameworks to enable managers to lead their teams to create more loyal customer relationships

  • Training held at your location.
  • Half-day and full-day training options available
  • Three monthly one-hour follow-up review sessions with a CX expert

Curriculum

  • What is CX and Why Does it Matter?
  • How To Measure It?
  • What Does Great CX Look Like?
  • Coach Team to Follow Up with Customers
  • Manage Customers in the Middle
  • Create Accountability for Results
  • Analyze Feedback to Drive Improvements
  • Make it Stick: Build a CX Culture

Key Features and Benefits

  • Assess specific CX strengths and weaknesses
  • Practical, day-to-day tools and tips
  • Support and drive improvement in lower-performing areas
  • Convert moderately satisfied customers into solidly loyal
  • Make excellent customer experience a habit

Ready to learn more?


CX Success Stories: Butler Ag Equipment

Success Story | Butler Ag Equipment

CX Success Stories: NMC Nebraska Machinery Company

Success Story | NMC

CX Success Stories: Thomas Built Buses

Success Story | Thomas Built Buses


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