🎯 Course Description:
A 5‑day course centered on designing and implementing customer experience (CX) strategies that drive loyalty, retention, and advocacy. Participants will map the customer journey, identify pain points, and build differentiated service experiences.
Through workshops and case studies, attendees will understand how to embed CX in culture, measure it, and continuously improve.
👥 Who Should Attend:
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CX managers and strategists
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Customer service leaders
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Marketing & operations professionals
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Product managers
🗓️ Day 1: Understanding Customer Experience
| Time | Topic |
|---|---|
| 08:30 – 09:00 | Welcome, Overview, Introductions |
| 09:00 – 10:30 | Defining Customer Experience & Its Value |
| 10:30 – 10:45 | ☕ Coffee Break |
| 10:45 – 12:15 | Customer Journey Mapping |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Touchpoints & Moments of Truth |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Map the journey for your organization |
🗓️ Day 2: Customer Insights & Expectations
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Voice of the Customer (VOC) Techniques |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Customer Feedback Systems & Surveys |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Emotional Drivers of Customer Behavior |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Case Study: Exceeding expectations vs underwhelming |
🗓️ Day 3: Design & Delivery of Experiences
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Service Design Principles |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Employee Experience & Internal Culture |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Technology & Digital Tools in CX Delivery |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Redesign a customer journey touchpoint |
🗓️ Day 4: Recovery, Loyalty & Retention
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Service Recovery Strategies – Turning service failures into wins |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Customer Loyalty Programs & Retention Metrics |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Building Emotional Connection & Advocacy |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Role‑Play: Handling dissatisfied customers |
🗓️ Day 5: Measuring & Sustaining CX Excellence
| Time | Topic |
|---|---|
| 08:30 – 10:00 | CX Metrics & KPIs (NPS, CES, CSAT etc.) |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Journey Analytics & CX Dashboards |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 03:00 | Embedding CX into Culture & Continuous Improvement |
| 03:00 – 03:15 | ☕ Coffee Break |
| 03:15 – 04:30 | Final Q&A, CX Strategy Presentations, Feedback & Certificates |
📂 Course Materials Provided:
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Customer Journey Map templates
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VOC tools & survey templates
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CX metrics & dashboard guide
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Experience design toolkit
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Case studies from various service sectors
