Customer Experience Perfection Certificate for Modern Managers

Start Date End Date Venue Fees (US $)
12 Jul 2026 Riyadh, KSA $ 3,900 Register
09 Aug 2026 Istanbul, Turkey $ 4,500 Register
15 Nov 2026 Dubai, UAE $ 3,900 Register

Customer Experience Perfection Certificate for Modern Managers

Introduction

Customers are more informed, connected, and empowered than ever before. In a world where customers are in control, managers must understand the importance of focusing on the customer experience (CX) and want to enhance customer value through managing the customer experience. This is a practical Customer Experience Perfection for Modern Managers training course for modern managers who want to know why, what and how to implement amazing customer experience whilst looking for practical and valuable solutions. During this Public Relations training course, managers will find pragmatic ways to improve their customers’ experience and utilize customer intelligence to competitive advantage. They will also benefit from practical ideas and real-life examples.

This Customer Experience Perfection for Modern Managers training course will feature:

  • Essentials of customer experience
  • The concept of customer experience strategies
  • Creating and measuring customer journeys
  • Employing top customer service personnel
  • Creating a customer-focused organization

Objectives

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

    • Understand the customer experience framework
    • Develop strategic approach for implementing CX
    • Gain the knowledge of customer journeys
    • Learn how to employ and motivate a CX team
    • Learn how to create a customer focused culture

Training Methodology

This Customer Experience Perfection for Modern Managers training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This dynamic 5-day training course, Customer Experience Perfection for Modern Managers course is highly interactive and encourages delegate participation through a combination of role-play exercises, group discussion, videos and up-to-date case studies. This Customer Experience Perfection for Modern Managers training course will include benchmarking best practices to model world-class customer experience. Delegates will walk away from this course with the skills to develop the customer experience for their organisation.

Who Should Attend?

This Customer Experience Perfection for Modern Managers training course is suitable to a wide range of professionals but will greatly benefit:

  • Customer Experience Managers / Directors / Officers
  • Head of Customer Service Department
  • Customer Relationship Managers
  • Customer Service Department Managers / Supervisors
  • Customer Satisfaction Managers / Directors / Supervisors
  • Account Managers / Team Leaders / Team Managers 
  • Other managers required to understand customer experience

Course Outline

Day 1:  Essentials of Customer Experience Management (CXM)

  • The five steps of CXM framework

  • The roles and responsibilities of a customer-focused manager

  • Adapting new technologies to maximize impact on CX

  • Essentials of profitable customer experience

  • Facets of customer experience

  • The seven core elements of great CX

Day 2: Developing Customer Experience Strategy for Business

  • Ten principals behind great customer experience

  • Creating your value proposition

  • Conducting customer research for benchmarking

  • Evolving and transforming CX

  • Practical steps for implementing CX innovation

  • Case study: The Lego Group

Day 3:   Designing and Measuring Customer Experience

  • Understanding clients’ needs and expectations

  • Designing customer experiences: custom loyalty matrix

  • Mapping the customer journey

  • Understanding emotions in customer experience

  • Key customer metrics and effective measuring

  • Case study: The Apple customer experience

Day 4:   Hiring Top Customer Service Personnel

  • Using BEST approach for hiring CX team

  • Building CX Knowledge in the workforce

  • Managing your CX Team

  • Recognizing and rewarding performance

  • Equipping and supporting teams for success

  • Case Study: Cemex

Day 5:  Creating Customer-Focused Organisation

  • The role and responsibility of customer-focused organization

  • Organizational requirements for SXM

  • Creating customer-focused corporate culture

  • Customer experience vs. employee Experience

  • Best Practices - Xerox’ Five Pillars of customer-focused strategy

  • Action plan

Accreditation

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