Customer Experience Management
Course ID: 260504 0101 958Proj
Course Dates : 04/05/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Commercial & Contract Management Leadership & Management Development Performance Management Strategic Management
Course Certified By: Projacs Academy & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Date has passed please contact us Sales@e-s-hub.com
Introduction
Customer Experience Management teaches practical ways to improve how customers interact with your organisation across channels. The course focuses on reducing friction, increasing retention, and lowering service costs. You will learn methods to map journeys, measure impact, and design targeted improvements. Sessions combine short frameworks with hands-on workshops you can apply immediately.
Objectives
Map key customer journeys and identify the highest-impact pain points.
Translate customer insight into service blueprints and specific process changes.
Define CX metrics and build dashboards that link to revenue and cost outcomes.
Use qualitative and quantitative methods to diagnose root causes and validate solutions.
Create a 90-day CX improvement plan with clear owners, milestones, and success measures.
Translate customer insight into service blueprints and specific process changes.
Define CX metrics and build dashboards that link to revenue and cost outcomes.
Use qualitative and quantitative methods to diagnose root causes and validate solutions.
Create a 90-day CX improvement plan with clear owners, milestones, and success measures.
Who Should Attend
Customer Experience Managers
Head of Customer Support / Customer Service Director
Product Manager (customer-facing products)
Service Design Lead
Contact Centre Supervisor or Operations Manager
Training Method
• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
Program Support
This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.
Course Agenda
Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection
Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.
Week 1
Day 1 – Foundations of Customer Experience Management
1. Principles of Customer Experience Management
- Customer-centric business strategy
- Customer expectations and perceptions
- Linking customer experience to business performance
2. Understanding the Customer Journey
- Customer lifecycle stages
- Identifying customer touchpoints
- Recognising moments that matter
3. Customer Experience Assessment
- Identifying customer pain points
- Measuring customer effort
- Prioritising improvement opportunities
Day 2 – Customer Insight and Journey Analysis
1. Customer Research Methods
- Customer interviews
- Surveys and feedback collection
- Behavioural observation
2. Journey Mapping
- Creating end-to-end journey maps
- Identifying service gaps
- Analysing customer emotions and expectations
3. Voice of the Customer (VOC)
- Collecting customer insights
- Analysing qualitative and quantitative data
- Translating feedback into improvement actions
Day 3 – Designing Better Customer Experiences
1. Service Blueprinting
- Frontstage and backstage activities
- Process dependencies
- Identifying operational improvements
2. Root Cause Analysis
- Applying the 5 Whys technique
- Fishbone analysis
- Identifying recurring service issues
3. Customer Experience Solutions
- Developing practical improvements
- Prioritising high-impact initiatives
- Validating proposed solutions
Day 4 – Measuring and Managing Customer Experience
1. Customer Experience Metrics
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
2. CX Dashboards
- Selecting key performance indicators
- Visualising customer experience data
- Linking CX performance to business outcomes
3. Continuous Improvement
- Monitoring improvement initiatives
- Reviewing customer feedback
- Sustaining service excellence
Day 5 – Practical Customer Experience Management Workshop
1. Customer Journey Improvement Exercise
- Mapping an existing customer journey
- Identifying priority improvements
- Developing practical solutions
2. CX Improvement Planning
- Building a 90-day improvement roadmap
- Assigning owners and milestones
- Defining measurable success indicators
3. Implementation Planning
- Presenting improvement recommendations
- Developing follow-up actions
- Course review, feedback and implementation planning
