Customer experience — the sum of every interaction a customer has with an organisation — has become the key battleground for loyalty and growth. This program equips participants with practical customer experience management skills, covering how to design, manage, and improve the end-to-end experience customers have.
As CX increasingly drives competitive advantage, these skills are highly valued. This course combines CX strategy with practical management and introduces emerging trends in customer experience.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand customer experience concepts
- Understand the value of CX
- Distinguish CX, customer service, and UX
- Understand customer expectations and emotions
- Map the customer journey
- Identify touchpoints and moments of truth
- Capture the voice of the customer
- Measure CX with key metrics
- Apply NPS, CSAT, and CES
- Identify experience gaps
- Design improved experiences
- Build a customer-centric culture
- Align teams around CX
- Drive CX improvement
- Link CX to business results
- Apply emerging trends in customer experience
Course Outline
- Module 1: Customer Experience Concepts
- Module 2: The Value of CX
- Module 3: CX vs Customer Service vs UX
- Module 4: Customer Expectations & Emotions
- Module 5: Mapping the Customer Journey
- Module 6: Touchpoints & Moments of Truth
- Module 7: Voice of the Customer
- Module 8: Measuring CX
- Module 9: NPS, CSAT & CES
- Module 10: Identifying Experience Gaps
- Module 11: Designing Improved Experiences
- Module 12: Building a Customer-Centric Culture
- Module 13: Aligning Teams Around CX
- Module 14: Driving CX Improvement
- Module 15: Emerging Trends: Customer Experience
Who Should Attend
This course is intended for customer experience, service, and marketing professionals, and managers who want to design and improve customer experience. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
