Constituent Experience (CX) and Voice of the Customer (VOC) Training

What is Constituent Experience and Voice of the Customer Training?

Transforming Solutions specializes in customer experience (CX) and customer service improvement projects. These engagements include examining both the internal and external constituent experience (or “journey”) and understanding the “moments that matter.” TSI’s approach is unique since we focus on the personas, processes, technologies, roles, and other environmental dimensions, all of which influence the experiences of constituents and are explored in a constituent-centric manner. Our CX and VOC training workshops help uncover the realities and experiences of constituents that are impacted by your work and aim to foster improvement of end results that span constituent satisfaction and retention, service quality, and internal efficiency. By better understanding the experiences of your constituents you can enhance the loyalty of your constituents, improve services and operations, maximize productivity and efficiency, and build more meaningful and constructive relationships with constituents. 

Our experienced team works collaboratively with our clients to learn the foundations of exploring the constituent experience and voice of the customer to help build processes and strategies that work for them. TSI’s training offers an opportunity for individuals and teams to learn strategies and tools to drive, support, and facilitate CX and VOC identification at their institutions. Using a variety of tools and techniques, our training methodology engages individuals and teams to develop competencies using the CX and VOC tools. From a high-level introduction, to a detailed, in-depth dive, TSI customizes training and mentoring workshops and programs for each client. Using a customizable training methodology, TSI develops a personalized training and mentoring option that uses content relevant to the client’s industry. 

TSI offers several customizable Constituent Experience and Voice of the Customer training options:

Customized training to meet the needs of our clients 

Public or group workshops 

Why Work With Us

TSI fosters constituent experience and voice of the customer training in a very applied manner. Our training options are based on extensive research and best practices in CX and VOC and have been refined by implementation with clients. Not only do we implement constituent experience and voice of the customer strategies for our clients and organizations, TSI provides in-depth, hands-on training and mentoring for these services. Our experienced team combines formal education and training with over 25 years of experience and a plethora of experience-oriented projects. Our team has developed pragmatic, practical tools, strategies, and solutions to help organizations better understand their constituents, in turn enhancing services to optimize and realize a desired experience. 

Over the past 25 years, TSI has trained thousands of corporate and higher education employees to understand and excel in CX and VOC. Our training enables TSI’s clients to develop their own capabilities and level of proficiency through customized, relevant training content using real-world, industry appropriate examples, and case studies. TSI customizes its core content to focus on the topics that are most important and relevant to its clients. This includes focusing on the learning outcomes that are most related to your needs and creating unique case studies for your specific industry and problem areas. This customization allows for better conceptual and practical application of the concepts and reduces the knowledge loss from applying unrelated concepts focused on different industries or functional examples. 

What We Do

TSI strives to work with all of our clients be it at the executive, middle or upper management, staff, faculty, students, or other participants to develop a shared understanding and a clear path for training to ensure development and proficiency of competencies of CX and VOC strategies and tools. TSI leverages contexts, processes, and experiences from our consulting engagements to facilitate practical, hands on workshops. To best meet the needs, skills, and knowledge level of our clients, we customize our training to ensure the use of industry-relevant, practical content.

Whether you engage TSI for long-term transformation initiatives or a small-scale project or training opportunity, we focus on establishing a foundational and working understanding of constituent experience and voice of the customer for implementation at your organization. Our training focuses on leveraging people, processes, policies, culture, and technology to ensure sustainable outcomes that meet your unique goals. Outcomes from TSI’s training options include:

  • Learning how to map your current customer experience; showing you how your organization operates through the eyes of your customers, without your internal bias and rationalizations
  • Giving you actual tools and templates to define and analyze your customer’s experience using our CX analysis framework
  • Guiding you to create your desired vision of the customer experience so that you can clearly differentiate yourself in the marketplace
  • Helping you envision what this “unfair advantage” will look like to create a contextual basis for your company
  • Determining how to implement this future state for your organization.

Tools We Use

TSI training programs are grounded in TSI’s Constituent Experience methodology and have had such great success that several of our clients have adopted the methodology across their own organizations. 

The approach consists of four main phases:

Create: Fact-find and develop an accurate depiction of experiences while being considerate of constituent segments, channels, and key scenarios

Analyze: Explore moments that matters, conduct analysis, and define the unfair advantage of the institution

Design: Build upon the unfair advantage and design a desired CX

Implement and Assess: Implement, test, and improve

Defining a constituent experience is the process of documenting the experience a constituent has during a particular event, process, phase of their journey, or work. Similarly, defining the voice of the customer is the process of understanding the opinions of the constituent surrounding a particular topic, process, or phase of work. 

TSI’s training techniques include hands-on application of concepts and use of templates to apply the methodology. Participants learn about and gain practical experience implementing strategies and best practices surrounding TSI’s CX and VOC methodology and tools.

Other Training Services

Continuous Improvement and Process Improvement Training

Project Management Training

Organizational Change Management Training