Course Information

Introduction

This 25-day Customer Experience Executive Diploma develops the knowledge and practical skills required to design, improve and manage customer experiences that create value for both customers and organizations.

The program introduces participants to customer journey analysis, service design methods, complaint handling approaches and quality improvement tools. Participants will learn how to understand customer expectations, identify service gaps, design better customer interactions and establish systems that improve satisfaction and loyalty.

Through practical frameworks, case studies and applied exercises, participants will develop the ability to analyze customer experiences, solve service challenges and implement customer-focused improvements. The final five days are dedicated to a thesis project, where participants apply the customer experience concepts and tools learned throughout the diploma to analyze a real organizational challenge and develop an improvement plan.

Objectives

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

1. Analyze customer journeys and identify opportunities to improve customer interactions and experiences.

2. Apply service design principles to develop customer-focused solutions and improve service delivery.

3. Manage customer complaints effectively and develop approaches that improve recovery and customer relationships.

4. Apply quality management tools to measure, monitor and continuously improve customer experience performance.

5. Complete a practical thesis project that applies customer experience concepts, tools and frameworks to an organizational challenge and presents an improvement plan.

Who Should Attend?

This Executive Diploma is designed for:

1. Customer Experience Managers and professionals responsible for improving customer satisfaction and service performance.

2. Customer Service Managers and team leaders managing customer interactions and service operations.

3. Marketing and sales professionals involved in understanding customer needs and improving customer relationships.

4. Quality managers and process improvement professionals responsible for service standards and performance improvement.

5. Business managers and department heads seeking to develop customer-focused strategies and improve organizational performance.

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.

Daily 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.

Part 2 / 5

Principles of Service Design

- Understanding service design concepts and their role in improving customer experiences.
- Analyzing customer needs to develop effective service solutions.
- Applying customer-centered approaches to service improvement.


Designing Customer-Focused Services

- Developing service solutions based on customer expectations and organizational objectives.
- Improving processes and interactions across service delivery channels.
- Creating service experiences that are simple, effective and valuable.


Testing and Improving Service Solutions

- Evaluating service designs through feedback and practical testing.
- Identifying improvement opportunities before full implementation.
- Creating continuous improvement approaches for service delivery.

Part 3 / 5

Understanding Customer Complaints

- Exploring the role of complaints as a source of customer insight and improvement.
- Identifying common causes of customer dissatisfaction.
- Understanding customer expectations during complaint situations.


Managing Complaints Professionally

- Applying techniques to handle complaints effectively and professionally.
- Developing communication approaches for difficult customer situations.
- Managing emotions and maintaining positive customer relationships.


Customer Recovery Strategies

- Developing solutions that restore customer trust after service failures.
- Creating complaint resolution processes and escalation methods.
- Using complaint data to prevent recurring issues.

Part 4 / 5

Customer Experience Measurement

- Understanding methods for measuring customer satisfaction and experience.
- Using customer feedback to evaluate service performance.
- Identifying indicators that support customer experience improvement.


Applying Quality Improvement Tools

- Using quality tools to identify service problems and improvement opportunities.
- Analyzing processes to improve consistency and performance.
- Applying structured approaches for continuous improvement.


Building Customer Experience Improvement Systems

- Developing plans to maintain and improve service quality.
- Integrating customer experience goals into organizational practices.
- Creating improvement initiatives based on customer insights and performance data.

Part 5 / 5 Executive Diploma Thesis

Customer Experience Improvement Thesis

Day 21: Thesis Definition and Planning

- Identify an organizational customer experience challenge related to the topics covered during the diploma.
- Define the thesis problem statement, objectives and expected outcomes.
- Establish the scope, methodology and approach for the thesis project.


Day 22: Research and Customer Experience Analysis

- Collect relevant information about the selected customer experience challenge.
- Apply customer journey, service design and quality tools learned during the diploma.
- Analyze customer experience gaps, service issues and improvement opportunities.


Day 23: Developing Customer Experience Solutions

- Develop recommendations to improve customer experience performance.
- Create an implementation roadmap with actions and responsibilities.
- Define measures to evaluate customer experience improvements.


Day 24: Thesis Writing and Final Review

- Structure the thesis document using a professional format.
- Review analysis, recommendations and improvement approach.
- Prepare the executive summary and final presentation materials.


Day 25: Thesis Presentation and Evaluation

- Present the completed customer experience improvement thesis project.
- Receive feedback and evaluation on the proposed solutions.
- Finalize practical actions for applying customer experience improvements within the organization.