We’re delighted to share some recent developments around the pilot season of the GemSeek Xperience Academy. We are on track to have the first wave of Xperience Academy alumni by the end of June, when participants will complete their final assignment, as well. Up till now, they have successfully completed the program curriculum and have been able to brush up their soft skills and learn about Customer Experience Management and CX technology.
GemSeek Xperience Academy is the first CX technology talent development program in Europe, teaching promising rising talents the most demanded skills for a successful career in the CX technology industry – from the fundamentals of customer experience management to soft skills to the main operating principles and best practices in managing CX platforms, such as Medallia.
The program launched back in April. We chose 45 new talents from over a hundred applications. 20 of the initially accepted participants are actively engaged with the curriculum and on track to graduate successfully later in June. Active participants find the course contents to be a very clear and thorough introduction to the field of CX management with an aggregate NPS score of 75. Students are most happy about the experience of the coaches, quality of the teaching material and the professional manner the course is organised.
The successful completion of all modules of the CX technology talent development program grants the best 5 graduates a chance to continue their professional journey further, as part of GemSeek’s Managed Services team.
Introduction to CX
Introduction to CX is the very first module of the program, solely focusing on the concept of delivering exceptional experience to clients in any setting, whether B2B or B2C. The module emphasized on the utilization of customer analytics to support decision-making through data-driven and sustainable CX practices.
The Hard Skills module introduces participants to the basic operating principles and procedures at a CX technology company. It gets them acquainted with best practices and the main stages in CX software implementation and support.
The Soft Skills module introduces all participants to various concepts, including professional ethics, team and cross-team collaboration, critical thinking and solving complex issues through various psychological methods. Soft Skills enable Xperience Academy students to thrive in a dynamic, multi-cultural environment at work and successfully manage projects that involve multiple stakeholders and complex requirements.