Customer Experience Management
A practical professional programme focused on customer experience management, designed to strengthen commercial capability, customer value and market performance.
- Type
- Professional
- Level
- Advanced
- Duration
- 5 days
- Delivery
- In person, Live online, In-house
- Languages
- English, Arabic
Customer Experience Management develops the capability to manage the quality and consistency of customer interactions across channels, teams and stages of the customer relationship.
The programme examines customer expectations, experience drivers, customer journeys, service standards, employee behaviour, feedback, complaints, measurement and improvement.
Participants learn how customer experience can be managed as an organisational system rather than as the responsibility of a single customer-service team.
Objectives
Understand the principles and drivers of customer experience.
Identify critical customer touchpoints and expectations.
Develop consistent service and experience standards.
Use customer feedback and experience measures effectively.
Design practical initiatives to improve customer experience.
Learning outcomes
Analyse customer expectations and experience drivers.
Identify important touchpoints across the customer relationship.
Evaluate gaps between intended and actual customer experience.
Use customer feedback and performance evidence to identify priorities.
Develop practical customer-experience improvement actions.
Who it is for
Customer-experience professionals.
Customer-service managers.
Marketing professionals.
Operations managers.
Managers responsible for customer-facing processes.
Programme modules
1. Customer Experience Foundations
Meaning of customer experience
Customer expectations
Experience drivers
Customer value
2. Customer Touchpoints
Channels
Moments that matter
Customer interactions
Cross-functional ownership
3. Service and Experience Standards
Service standards
Consistency
Employee behaviours
Channel alignment
4. Customer Listening
Customer feedback
Surveys
Complaints
Qualitative insight
5. Customer Experience Measurement
Satisfaction
Loyalty indicators
Experience KPIs
Operational measures
6. Experience Improvement
Experience gaps
Root causes
Improvement priorities
Continuous improvement
Methodology
The programme combines customer-experience frameworks, touchpoint analysis, customer-feedback cases and practical improvement exercises. Participants diagnose experience gaps and develop evidence-based actions.
Assessment
Assessment includes customer-experience analysis exercises and a final applied task requiring participants to evaluate an experience issue and develop an improvement plan.
Certificate
Certificate of Completion
For your organisation
This programme can be delivered for a single organisation, team or institution, and adapted to your context, participants and objectives.
Organisational delivery is scoped and priced individually, and is not booked from this page.
Upcoming sessions
No dates are scheduled at present.
Institutional needs addressed
Related expertise
Related capabilities
Training & Professional Development
Structured professional learning that develops practical, role-relevant knowledge and capability.