Customer Experience Management Training Course

This course equips participants with practical skills to design, deliver, and measure outstanding customer experiences. It focuses on customer journey mapping, service design, touchpoint management, feedback and voice-of-customer programs, experience metrics, and building a customer-centric culture.

Target Groups

• Customer experience and service managers
• Customer care and contact centre leaders
• Marketing and brand managers
• Sales and account managers
• Operations and process improvement managers
• Public and private sector service heads
• Managers and supervisors seeking to strengthen organizational practice in this field
• Consultants and professionals supporting related organizations

Course Objectives

By the end of this course, participants will be able to:

• Explain the principles and business value of customer experience management
• Define customer experience strategy and vision
• Map customer journeys and identify moments of truth
• Design and improve service touchpoints
• Build voice-of-customer programs
• Measure experience using NPS, CSAT, and CES
• Analyze feedback to find root causes and priorities
• Align people, processes, and technology around the customer
• Handle service recovery and complaint management
• Build and sustain a customer-centric culture

Course Modules

Module 1: Foundations of Customer Experience

• Customer experience defined
• CX versus customer service
• Business case for CX
• Customer expectations
• CX maturity

Module 2: Customer Understanding and Segmentation

• Customer personas
• Needs and expectations
• Segmentation
• Customer research methods
• Empathy mapping

Module 3: Customer Experience Strategy

• CX vision and principles
• Linking to brand and strategy
• Experience goals
• Governance and ownership
• Roadmaps

Module 4: Customer Journey Mapping

• Journey mapping steps
• Touchpoints and channels
• Pain points and moments of truth
• Service blueprints
• Prioritizing improvements

Module 5: Service Design and Touchpoint Management

• Designing service interactions
• Omnichannel experience
• Self-service and digital tools
• Consistency across channels
• Frontline empowerment

Module 6: Voice of the Customer

• Feedback channels
• Surveys and interviews
• Social and online listening
• Closing the loop
• Customer advisory approaches

Module 7: Measuring Customer Experience

• NPS, CSAT, and CES
• Operational and financial metrics
• Linking CX to revenue and loyalty
• Dashboards
• Targets and reporting

Module 8: Service Recovery and Complaint Management

• Complaint handling process
• Service recovery principles
• Escalation
• Root-cause analysis
• Turning detractors into advocates

Module 9: Customer-Centric Culture and Continuous Improvement

• Leadership and culture
• Employee engagement
• Training and incentives
• Change management
• Continuous improvement cycles

Module 10: Practical Exercises and Capstone Project

• Mapping a customer journey for a case organization
• Designing a voice-of-customer program
• Building a CX metrics dashboard
• Developing an improvement roadmap
• Presenting a CX strategy to a mock leadership team