3D Customer Experience (CX) Curriculum
Our Training as a Service™ model gives you access to the full, award-winning 3D Advantage® Customer Experience Curriculum: a complete, modular CX methodology covering the entire customer Buying Cycle. There are courses at three levels:
A set of more advanced skills for more senior customer service staff in B2C settings, or more transactional B2B salespeople. These courses cover selling through service, empowering customer decisions, as well as building trust and loyalty.
The foundations of CX success, including critical conversational skills based on Imparta's award-winning conversation model, problem-solving and handling difficult conversations.
A full suite of programmes to hone the skills of your CX leaders and managers, from strategy through to coaching and performance management.
These courses contain over 100 modules, each rigorously developed using the latest research into sales, psychology, behavioural economics and decision strategy. Use the courses as-is, or swap modules in and out to suit the needs of each role. React swiftly as new learning needs emerge, and allow individual team members to explore the full curriculum, just-in-time.
Each module is available in virtual, trainer-led and eLearning formats, along with reinforcement and application tools. Use our advanced learning experience platform, or your own. Subscription models also include professional service days to use for consulting, customizing, train-the-trainer or virtual or in-person delivery.
Research-based CX Methodology
Imparta’s 3D methodology is at the leading edge of modern Customer Experience design, based on more than 20 years of research and experience working with global service teams across a range of sectors. Our modular curriculum drives your key metrics around the whole customer buying cycle, and can be tailored to a variety of service roles.
All of our content is designed to be contextualised to your specific business and challenges. Our learning designers and subject matter experts can also create fully customised programmes if required.
We offer a range of pricing models, from pay-as-you-go workshops and eLearning, to enterprise licences for full Sales and Service Academies. We also offer our unique Training as a Service (TaaS) model – a simple annual fee per person that includes our full training curriculum and a package of setup, consulting and training days. Allowing you to deliver results, instead of worrying about your budget.
Imparta has over 150 trainers and associate trainers around the world, and have the people, capabilities and processes to design centrally, but deliver the change process locally.
Making it Stick
Getting salespeople to adopt new skills is a journey, not an event, and many organisations (and training companies) do it badly. Imparta’s 3D Advantage Change Process delivers results, not just events. Ask about attending one of our 3D Advantage Change Process training sessions.
Imparta has been a technology pioneer for more than 20 years. Our own platform, i-Coach, is a powerful Learning Experience and Enablement System, but our content can also be hosted in your LMS and CRM. We also work with a number of technology partners and can help you to select and integrate the best platform for your needs.
Measured, Sustainable Results
We are entirely committed to meeting our client’s business objectives – in a sophisticated and efficient way. Every client has a dedicated Client Service Team, including development, delivery, project management and logistical expertise.
The Personal Touch
Not all CX training partners are equal. We live and breathe our clients’ success, and each client has a Client Director, a Principal Consultant supported by a Client Success team, and a Project Manager. We are one of the most trusted vendors in our space for a reason.
We have a global bench of the highest quality trainers – practitioners with a flair for facilitating the learning process. We monitor quality on an ongoing basis, and our Trainer Immersion sessions ensure they are up to speed with your business and challenges. We also offer Train the Trainer services so that your experts can run our programmes.
It’s all in the cards
We have a deck of cards representing each training module, which you can use in internal discussions to help define your skill priorities.