Course curriculum

  • 1

    People Centric M&A

    • Introduction

    • Internal vs External Orientation

    • Quiz - Internal vs External Orientation

    • Start with the Customers to Build a Winning Integration

    • Quiz - Start with the Customers

    • Understanding Current and Designing the Future CX

    • Compare Your Company and Prioritize Integration

    • Quiz - Compare Your Company and Prioritize Integration

    • Customer Experience Map Example
  • 2

    Being Acquired

    • "We Just Got Acquired."

    • Quiz - Getting Acquired

    • When Deals are an Emotional Rollercoaster

    • Quiz - When Deals Are an Emotional Rollercoaster

    • Design and Deliver the Experience

    • Understanding Change

    • Quiz - Understanding Change

    • Empathy Map

    • M&A Onboarding

    • Quiz - M&A Onboarding
  • 3

    Q&A

    • When does planning start? Who are the key stakeholders involved?

    • How do you hand off knowledge from the deal team to the integration team?

    • What impact does an organization's technology, tools, and environment, have on building out the customer experience journey map?

    • What are you views on the impact of general retainment?
  • 4

    Downloadable Ebook

    • People-Centric M&A