You'll become more familiar with your company's financial results and operational budget with support from a finance expert.

They will help you appraise key financial documents.

Together with other learners, you'll feel fully prepared to ask relevant questions of your finance team after the course so that you can prepare for the next course step.

You'll evaluate stakeholder goals across your company using your enhanced knowledge of company finances.

We'll identify and shape core questions you'll use to undertake this evaluation.

These outputs will help you populate a 'Line of Sight' template to articulate the contribution CX makes to relevant stakeholders

Collaborating with other learners, you'll assess your customer journey using the Money & Emotion approach.

Plotting financial information about the company and insight gathered from a Weather Mapping exercise with your customers [a method certified by the Customer Institute] you'll identify areas for immediate action.

Working in small groups and independently, you will explore the skills required to become more emotionally intelligent (EI)

We will assess ways to apply the skill of EI to the three previous syllabus topics.

You will devise a three month plan to practice the EI techniques which will improve your levels of EI and enhance core work relationships.