Touch-Point Management | The World's First CX Certification

Touch-Point Management

Touch-points are those places, events and interactions affecting your prospects, customers and the public. You can't control them all, but identifying the ones you can influence and control is critical to your success. This module will teach you how to optimize and synergize multiple touch-points to deliver differentiated and branded experience to your target customers. You can better manage your resource allocation to create effective experiences for your customers.

Learning Objectives

This module will enable attendees to:

  • Understand characteristics of different touch-points and how to manage them effectively.
  • Optimize resource allocation for different touch-points.
  • Synergize multiple touch-points to deliver target branded experience.

Content Sequence

Characteristics of Contemporary Touch-points

  • Online touch-points.
  • Contact center touch-points.
  • Face-to-face touch-points.
  • Marketing communications touch-points.

Managing Touch-points By Value Drivers

  • Love and hate drivers.
  • MOT of a touch-point experience.
  • Delivering your value propositions through touch-points.
  • Differentiating your touch-point experience.

Optimizing A Single Touch-point

  • Benefits of optimizing a single touch-point.
  • Step-by-step guide to optimize a single touch-point experience.
  • Principles for resources allocation on a single touch-point.
  • Design the target performance level of a single touch-point.

Synergizing Multiple Touch-points

  • Strategic advantages of synergizing multiple touch-points.
  • A systemic approach to synergize multiple touch-points experience.
  • Principles for resources allocation on multiple touch-points.
  • Design different target performance levels of multiple touch-points.


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