An applied five-day programme focused specifically on Digital Customer Experience.
This five-day Kaizen European Academy programme is dedicated specifically to Digital Customer Experience. It develops practical capability in Customer Experience through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Digital Customer Experience.
Apply the principal methods and tools used in Digital Customer Experience.
Analyse realistic situations and make evidence-based decisions related to Digital Customer Experience.
Evaluate performance, risk and control requirements in Digital Customer Experience.
Develop a practical implementation or improvement plan for Digital Customer Experience.
Professionals, specialists, supervisors and managers whose responsibilities involve digital customer experience 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 Digital Customer Experience. Apply the principal methods and tools used in Digital Customer Experience. Analyse realistic situations and make evidence-based decisions related to Digital Customer Experience. Evaluate performance, risk and control requirements in Digital Customer Experience. Develop a practical implementation or improvement plan for Digital Customer Experience.
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 Digital Customer Experience
Current practices and emerging trends in Digital Customer Experience
Roles, responsibilities and stakeholder expectations in Digital Customer Experience
Diagnostic assessment of current Digital Customer Experience practices
Customer experience strategy
Customer personas
Journey mapping
Moments of truth
Voice of customer
Experience measurement
NPS, CSAT and CES
Service design
Pain-point analysis
Omnichannel experience
Employee experience link
Personalization
Complaint insight
Customer loyalty
Experience governance
CX dashboards
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.