Introducing Innovation in Service Delivery

Introducing Innovation in Service Delivery: Managing the Customer Experience for Profitable Growth


For service companies, customer service delivery is the most important function. Yet, most companies often fail to meet customer expectations, deliver their services without considering the cost to service their customer, as well as tend not to recognise the differences among strategic segments and provide one-fit-all solutions.

In order to  deal with such issues, service firms must introduce significant innovative actions in their customer servicing model. Such actions include to intentionally build customer experiences in the organisation's customer service chain, recognise the value of different strategic segments of the firm, align the communication process across all interaction points, identify gaps and area of improvements, develop priorities and enhance the value received by the customers.

The Introducing Innovation in Service Delivery programme, is approved as a 'Vital Importance Programme' by the Human Resource Development Authority (HRDA) Cyprus and organisations participating with their employees, who satisfy the HRDA's criteria, are entitled to a full subsidy, thus, may attend this programme without any cost.

This programme includes 14 hours in-class training and a half-day private company consultation.

Date/Time: 28 & 30 June 2017, 08:30 - 17:00

Training Duration: 14 hours in-class training  and 4 hours in-house private consultation

Location: CIIM Nicosia ( View Map )


The two-day in-class training workshop will help you understand how to identify and implement innovative ideas to improve your customer servicing models so that your company's service delivery keeps customers satisfied while your firm makes a profit.

In addition, you will learn how to recognise the critical factors in delivering the customer promise, how to incorporate them in the customer service and measure the degree of delivery.

Understand how your customer view their interactions with your firm, learn what are their motivations and expectations at each stage of the service delivery and identify and fill gaps of expected  service vs. delivered service.

This programme includes a half-day in-house private consultation, that will allow your organisation to optimise and improve your unique customer service delivery model. Furthermore, you will implement successful features that will enhance the customer value proposition and de-emphasize activities that add more cost than value.

In-class Programme Outline


  • A service company’s value proposition and the customer servicing chain
  • The challenge to deliver value for the customer and the firm
  • The necessity of introducing innovation in the customer servicing model considering customer behavior
  • Exercise: Identify customer requirements

Strategic Customer Segments

  • Identifying strategic customer segments for a service firm
  • Analysing customer segments
  • Prioritising customer segments
  • Exercise: Identify, analyse and prioritise the company segments

Delivering the value proposition

  • Recognising the dimensions of the customer promise
  • Identification of critical success factors and how they are implemented
  • Examples of best practice
  • Exercise: Describe the firm’s value proposition to different segments and identify critical success factors

Identifying customer expectations - the customer journey

  • Recognizing and mapping the customer journey for strategic segments
  • Identifying different levels of customer expectations at different stages of the interaction with the firm
  • Exercise: Recognize the customer journey for a key segment and identify expectations

Benchmarking the actual delivery versus expectations

  • Mapping actual vs desired levels of delivery across key processes
  • Identifying gaps: Process Innovation, New Features, Staff Competencies
  • Exercise: Identify gaps in the customer servicing and ideas of how to fill

Implementing improvements to the customer servicing model

  • Identifying volumes
  • Establishing positions
  • Developing SLAs

Creating a new value proposition and customer servicing chain

  • Balancing the customer value with firm value
  • Assessing cost to serve and finding ways to minimize without destroying value for the customer
  • Exercise: Identify the current offering of the firm and identify ideas of how to balance value

Identifying critical success factors in the customer servicing model and tracking the delivery of CSFs

  • Recognising which CSFs apply to what stages/processes
  • Identifying key measures across different processes

Creating an action plan

  • Prioritising ideas and translating ideas to specific actions
  • Identifying timescales and responsibilities
  • Exercise: Prioritise ideas and create an action plan


This training programme is designed for managers who are responsible for functions which interface with customers such as marketing, sales, front-office operations and managers who are responsible for managing processes and IT systems.


Programme Fee: €1,530

HRDA Subsidy: €1,530*

Programme Fee after HRDA subsidy: €0*

*This programme has been approved by the HRDA. Organisations participating with their employees, who satisfy the HRDA's criteria, are entitled to the subsidy.

Due to CIIM's non-profit status, no VAT is charged. The programme includes educational material, coffee breaks, refreshments and lunch.

To proceed with your registration, please click the button below to apply online. Reservation of seat is subject to availability.

Apply here

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