Customer Experience Management
Design and improve customer journeys by connecting customer expectations, operational processes, employee behaviour and experience measurement.
Course Description
What You'll Learn
- Explain the difference between customer service and customer experience.
- Identify customer segments and important moments across their journeys.
- Develop customer journey maps that reflect real interactions and expectations.
- Identify friction, pain points and experience gaps.
- Redesign customer interactions around customer needs and business realities.
- Select useful customer-experience measures and feedback sources.
- Coordinate experience improvement across multiple organizational functions.
- Translate customer insight into practical improvement priorities.
Who this course is for
- Managers
- Sales & Business Development Professionals
- Marketing & Communications Professionals
- Customer Service Professionals
Course Outline
Choose How You Want to Train
Choose the delivery format that works best for your team. Pricing varies by format, and you can select your preferred training dates and location when making your booking.
Online
Live, instructor-led virtual training delivered over Meet, Zoom or Teams.
On-Site
Trainer travels to your premises, wherever you are.
At our Venue
Training delivered at our one of our venues, closest to your location.
Flexible scheduling
You choose your preferred training dates when booking. For in-person training, you can also specify where you would like the training delivered, whether at your premises or at an arranged venue.
Your Trainer
Matched to your training needs
Your trainer is selected after booking based on the course requirements, your industry, team profile, location, and learning objectives.
CertBridge Global works with vetted trainers and subject-matter experts, allowing us to match each engagement with a facilitator whose experience is relevant to the training being delivered.
Your assigned trainer will be confirmed as part of the training arrangements.
Certificate of Participation
Recognition for completing your training
Participants who attend the training receive a CertBridge Global Certificate of Participation, recognising their involvement in the programme and the learning undertaken.