Consultancy+

Consultancy+: the integrated training programme on customer experience innovation for organisations in transition

Verwaal, M.C.A.

De Lille, C.S.H. (mentor)
Sleeswijk Visser, F. (mentor)
Roscam Abbing, E. (mentor)

Industrial Design Engineering

Product Innovation Management

2016-09-21

On the present day, corporate organisations want to change their product-focussed approach towards a customer experience focussed approach. This human- centred approach to innovation is called CX Innovation. CX Innovation gives corporate organisations a competitive advantage, but they struggle to implement CX Innovation in their organisation. Corporate organisations struggle to be CX-Innovative because current initiatives are intervention focussed. External consultants are hired to do projects on CX Innovation, but those projects are often not implemented because they lack organisational support. Some organisations send their employees to external training programmes, but these programmes lack integration and links with the employees’ daily practices. To overcome this struggle, training that is integrated in the corporate daily practices is the most effective way to ingrain CX-Innovation. To conclude; in order to be CX-innovative, corporate organisations need an integrated training programme on CX Innovation. Zilver Innovation is an expert in the area of CX Innovation, and this provided the following assignment: “Design an integrated training programme to ingrain CX Innovation in daily corporate practice to enable corporate organisations to adapt to changes in society and create value for their customers by delivering CX Innovative experiences, products and services” Internal, external and literature research, and eight interviews provided insights on the structure and components of the integrated training programme. The research furthermore provided a learning objectives framework, ten didactic guidelines for trainers, and the start of a new instructional design model. The insights and didactic guidelines were validated and sharped by three real-life case studies. The case studies also provided additional insights on the integrated training programme. The combined insights led to the advice to link training to consultancy projects: Consultancy+. Linking training to consultancy projects is the next step in consultancy. It creates both buy-in for the consultancy project as for the way of working, and possible other projects. In this way, participants can be trained together with their colleagues, and without being isolated from their organisation. Participants are able to apply everything learned immediately into their daily jobs. It helps participants to explain what they are doing to their boss, and stimulates the relationship with the client. Consultancy+ offers a modular integrated training programme, including twelve possible training sessions. Consultancy+ is completely optimised to offer the best possible learning experience, based on latest scientific insights on (corporate) learning. The modular structure makes the programme (partly) scalable, repeatable and adaptable. The programme is customised for every client, to fit their specific needs and requirements. For the customisation of Consultancy+ a toolkit was developed, which helps Zilver to co-create the perfect programme for and with their client. For the execution, a manual for trainers was developed. The manual shows information on the programme, provides an action plan for Consultancy+ and helps the trainer to develop the best learning experience for the participants in a training session. To summarise, Consultancy+ offers an unique training programme on CX Innovation for corporate organisation by combining Zilver’s expertise on CX Innovation with a didactically optimised learning experience.

customer experience
training
consultancy
learning
corporate training
didactics
customer experience innovation
service design
design thinking

http://resolver.tudelft.nl/uuid:b09c6972-ab3c-4a86-85f2-adbbacebb8d4

Campus only

Student theses

master thesis

(c) 2016 Verwaal, M.C.A.