An applied five-day programme focused specifically on Customer Experience Management.
This five-day Kaizen European Academy programme focuses specifically on Customer Experience Management in the context of service delivery, customer journeys, complaints and service recovery. Its scope is intentionally different from similarly titled courses elsewhere in the catalogue. Participants develop applied methods, controls, decision tools and an implementation plan tailored to this professional environment.
Explain the essential concepts, terminology and professional context of Customer Experience Management.
Apply the principal methods and tools used in Customer Experience Management.
Analyse realistic situations and make evidence-based decisions related to Customer Experience Management.
Evaluate performance, risk and control requirements in Customer Experience Management.
Develop a practical implementation or improvement plan for Customer Experience Management.
Professionals, specialists, supervisors and managers whose responsibilities involve customer experience management or who need to build practical capability in this area.
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
Explain the essential concepts, terminology and professional context of Customer Experience Management. Apply the principal methods and tools used in Customer Experience Management. Analyse realistic situations and make evidence-based decisions related to Customer Experience Management. Evaluate performance, risk and control requirements in Customer Experience Management. Develop a practical implementation or improvement plan for Customer Experience Management.
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Scope, terminology and professional context of Customer Experience Management
Current practices and emerging trends in Customer Experience Management
Roles, responsibilities and stakeholder expectations in Customer Experience Management
Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Customer experience strategy
Customer personas
Journey mapping
Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Voice of customer
Experience measurement
NPS, CSAT and CES
Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Pain-point analysis
Omnichannel experience
Employee experience link
Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Complaint insight
Customer loyalty
Experience governance
Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Choose one of the next planned European dates, or create a private delivery around your own schedule.
No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
Final venue, dates and trainer are confirmed when the session is scheduled.