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Customer Experience (CX) Strategy & Journey Management

Customer experience management enables organisations to improve customer satisfaction, strengthen engagement, increase loyalty, and deliver consistent value across customer interactions. Effective customer journey management requires organisations to understand customer behaviour, [...]

  • Course ID: CSX 004
  • Delivered by London Elite Training

– Course Overview

Customer experience management enables organisations to improve customer satisfaction, strengthen engagement, increase loyalty, and deliver consistent value across customer interactions. Effective customer journey management requires organisations to understand customer behaviour, optimise touchpoints, and align service delivery with customer expectations.

The Customer Experience (CX) Strategy & Journey Management programme equips participants with practical customer experience frameworks, journey mapping methodologies, customer engagement strategies, and service optimisation techniques required for customer-focused organisations.

– Learning Outcomes

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

  • Understand customer experience and journey management principles
  • Apply customer journey mapping and touchpoint optimisation methodologies effectively
  • Improve customer engagement and satisfaction approaches
  • Strengthen customer-focused communication and service alignment capabilities
  • Enhance customer insight and behavioural analysis techniques
  • Improve customer retention and loyalty development methodologies
  • Support continuous service improvement and customer experience optimisation effectively
  • Develop customer experience improvement action plans

– Who Should Attend?

  • Customer Experience Professionals
  • Customer Service Managers
  • Marketing and Engagement Personnel
  • Digital Experience Teams
  • Service Improvement and Operations Staff
  • Professionals responsible for customer journey optimisation
  • Course Outline
DAY 01
Foundations of Customer Experience Management
  • Understanding customer experience and organisational value creation
  • Customer expectations and behavioural analysis principles
  • Customer journey frameworks and touchpoint methodologies
  • Customer-centric service and communication approaches
  • Roles and responsibilities within customer experience environments
  • Building customer-focused organisational cultures effectively
  • Workshop: Customer experience assessment exercise
DAY 02
Customer Journey Mapping & Touchpoint Optimisation
  • Customer journey mapping methodologies and frameworks
  • Identifying customer touchpoints and service interactions
  • Analysing customer pain points and engagement opportunities
  • Service consistency and communication alignment techniques
  • Improving customer interactions and service responsiveness approaches
  • Cross-functional coordination within customer journey environments
  • Exercise: Customer journey mapping workshop
DAY 03
Customer Engagement & Experience Design
  • Customer engagement strategies and relationship management methodologies
  • Customer experience design and service innovation approaches
  • Communication planning and customer interaction techniques
  • Customer trust, loyalty, and emotional engagement principles
  • Digital and physical customer experience integration methodologies
  • Building memorable and customer-focused service experiences effectively
  • Workshop: Customer engagement simulation exercise
DAY 04
Customer Feedback & Experience Improvement
  • Customer feedback collection and evaluation methodologies
  • Customer satisfaction measurement and KPI frameworks
  • Service quality monitoring and performance improvement approaches
  • Managing customer complaints and experience recovery effectively
  • Continuous improvement and customer optimisation techniques
  • Executive reporting and customer insight communication methodologies
  • Exercise: Customer experience case study workshop
DAY 05
Customer Experience Integration & Strategic Development
  • Integrating customer experience and organisational strategy methodologies
  • Building sustainable customer experience systems and service cultures
  • Final customer experience simulation and executive presentation exercise
  • Developing customer experience action plans
  • Peer collaboration and professional feedback discussion
  • Programme evaluation and final review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
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Corporate groups of 2+ are eligible for a 15% discount. Enquire here

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