Learning approach
In our MadeFor bootcamps participants are challenged to question common ways of thinking and working, and are guided to apply a new approach by themselves immediately. This is the foundation of establishing a new level of contextual problem solving-skills.
A bootcamp is a learning format designed to rapidly build capabilities and practical skills by combining experiential learning (‘learning by doing’) with expert lectures (‘learning by listening’) and discursive sessions (‘learning by debate’).
This approach facilitates learning over shorter periods of time more effectively than traditional learning approaches.
Knowledge framework
The Customer Way
Customer excellence starts with culture.
The Customer Way describes a mindset and way of working that has transformed how brands go to market. By breaking down siloes and managing complete journeys over touchpoints, the Customer Way provides guidance on how every brand can become more effective and successful in doing business.
The Customer Operating System
Build the capabilities needed to future-proof your customer experience.
The Customer Operating System is a disruptive management framework for customer teams. It describes a simple set of services that work together to deliver strategic goals and effective customer experience. Our approach challenges traditional team structures and replaces them with integrated customer teams that support the full customer journey.
The Customer Function
Organise your customer experience department.
As customer experience becomes increasingly influential in today's competitive market, it is important to align organisational resources with this objective. Our unique Customer Function approach provides brands with the tools and framework needed to gradually reorganise disparate teams into an effective whole, or to redesign organisational structures from the ground up.
Immerse in the simulation
From the first day of each bootcamp, participants will be part of a team with their bootcamp colleagues. This team is based with a fictional retailer with a detailed business context, rich data sets, and demanding customers.
Each bootcamp is built around a flow which leads learners from understanding a problem to providing a solution. But, just like in the real world, things change quickly and the path to success is never straightforward!
This approach helps participants develop problem-solving skills, critical thinking, self-management, and flexibility, and enables them to see the outcome of their work to build confidence and experience.
Flipped classroom
The flipped classroom shifts instruction to a learner-centered model. In this model live sessions are used to explore topics in greater depth and to create meaningful learning opportunities as students are initially introduced to new topics in an e-learning environment.
A coach’s interaction with learners in a flipped classroom is more personalized and less didactic, and learners are actively involved in knowledge acquisition and construction as they participate in and evaluate their own learning.
Immerse, Contextualise, Reflect
Each bootcamp is structured into three parts:
Immersion
Around 60% of all sessions.
Immersion in real-life business scenarios. This is where participants learn the core skills, processes, and knowledge required to be capable in a specific CX role.
Context
Around 20% of all sessions.
One of MadeFor’s goals is to enable customer teams to work together, and that means that every bootcamp includes sessions on how different CX roles can collaborate to deliver great results for the customer. This is critical in helping participants become effective in their roles once they get to work.
Reflection
Around 20% of all sessions.
It is also important to understand why and how you do things, not just what you do. To do this, each bootcamp has a number of reflection sessions that allows participants to take a step back and change their perspective. These sessions use thought-provoking content and group discussion to help ensure everyone connects the activities they are learning to do with the outcomes that they will need to achieve.
Bootcamp formats
8 weeks
32 hour live session bootcamp delivered in 8 x 4h sessions, with one session held per week. For this bootcamp, a learner should estimate 1-3 hours of extra engagement in an e-learning environment.
4 weeks
16 hour live session bootcamp delivered in 4 x 4h sessions, with one session held per week. For this bootcamp a learner should estimate 2-3 hours of extra engagement in an e-learning environment.
Taster session
1 hour live session – free taster sessions, delivered on selected dates. These sessions always include learning of a key concept, a valuable download, and an introduction to the MadeFor learning approach and bootcamp topic.
Bundle
A bundle is a combination of bootcamps which are complimentary and carefully selected to deliver a truly immersive learning experience that helps you build your capabilities and the confidence to enhance your career. You can also create your own bundle.
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