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Strategic Customer Experience Management

Strategic customer experience management enables organisations to align customer expectations, operational performance, service delivery, and organisational culture to create sustainable customer value and competitive advantage. Customer experience leaders must oversee [...]

  • Course ID: CSX 008
  • Delivered by London Elite Training

– Course Overview

Strategic customer experience management enables organisations to align customer expectations, operational performance, service delivery, and organisational culture to create sustainable customer value and competitive advantage. Customer experience leaders must oversee customer journeys, engagement strategies, governance frameworks, and service innovation initiatives effectively.

The Strategic Customer Experience Management programme equips participants with advanced customer experience frameworks, strategic leadership methodologies, governance approaches, and customer engagement optimisation techniques required for enterprise service environments.

– Learning Outcomes

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

  • Understand strategic customer experience management principles
  • Apply customer journey optimisation and engagement methodologies effectively
  • Improve customer-centric leadership and organisational alignment capabilities
  • Strengthen customer satisfaction and service innovation approaches
  • Enhance stakeholder engagement and communication techniques
  • Improve customer experience governance and performance monitoring methodologies
  • Support sustainable customer loyalty and operational excellence effectively
  • Develop strategic customer experience action plans

– Who Should Attend?

  • Customer Experience Managers and Leaders
  • Service Improvement Professionals
  • Customer Service Directors and Supervisors
  • Marketing and Engagement Managers
  • Operations and Transformation Personnel
  • Professionals responsible for customer experience strategy
  • Course Outline
DAY 01
Foundations of Strategic Customer Experience
  • Understanding customer experience strategy and organisational value creation
  • Customer-centric leadership and governance methodologies
  • Customer expectations and behavioural analysis frameworks
  • Customer journey and engagement principles
  • Organisational alignment and service excellence approaches
  • Building customer-focused cultures and systems effectively
  • Workshop: Customer experience strategy assessment exercise
DAY 02
Customer Journey Optimisation & Engagement
  • Customer journey mapping and touchpoint optimisation methodologies
  • Customer engagement and relationship management techniques
  • Customer communication and service consistency approaches
  • Customer trust and loyalty development strategies
  • Managing omnichannel customer interactions effectively
  • Cross-functional coordination within customer experience environments
  • Exercise: Customer journey optimisation workshop
DAY 03
Service Innovation & Experience Improvement
  • Service innovation and customer experience transformation frameworks
  • Customer feedback and satisfaction evaluation methodologies
  • Continuous improvement and service optimisation approaches
  • Managing customer complaints and service recovery strategically
  • Customer analytics and engagement performance measurement techniques
  • Communication alignment and operational integration methodologies
  • Workshop: Service innovation simulation exercise
DAY 04
Leadership, Governance & Organisational Alignment
  • Customer experience governance and leadership methodologies
  • Stakeholder engagement and executive communication approaches
  • Managing organisational change and customer-focused transformation effectively
  • Leadership influence and customer advocacy techniques
  • Building accountability and customer-focused decision-making cultures
  • Leadership resilience and communication adaptability strategies
  • Exercise: Strategic leadership case study workshop
DAY 05
Strategic Integration & Customer Experience Development
  • Integrating governance, leadership, and customer experience methodologies
  • Building sustainable customer experience systems and organisational cultures
  • Final customer experience simulation and executive presentation exercise
  • Developing strategic customer experience action plans
  • Peer collaboration and professional feedback session
  • 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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