Experience Essentials combines engaging and meaningful digital and live adult learning experiences, tech-enabled reinforcement and sustainment mechanisms, and support from leading McKinsey CX and Design experts to deliver immediate and lasting change to employee skills and behaviors. The Experience Essentials program consists of 5 separate offerings designed for different groups within the organization:
Experience Leadership: In 1-2 weeks, help your top leadership team understand and champion core CX and Design Thinking concepts, approaches, and mindsets, and create or improve a robust CX vision for the organization
CX Expert: In 12-16 weeks, boost CX and CX-adjacent teams to practitioner-level across the CX and Design Thinking processes, enabling them to discover, design, and deliver meaningful value for their customers and organization
CX Knowledgeable: In 2-4 weeks, help your leadership teams and CX sponsors & supporters understand and champion core CX and Design Thinking concepts, approaches, and mindsets
Customer-Centric Decision Making: In 6-8 weeks, kickstart an organization-wide CX transformation, shifting the way every member of the team works and empowering them to put the customer at the core of their day-to-day decision-making
Frontline Fundamentals: In 10-12 weeks, create a more empathic and customer-focused frontline organization, helping Frontline Managers embrace and embed core customer-centric and coaching mindsets and skills within their teams