Managing the Customer Experience
Drive Loyalty and Satisfaction
Remote Live Instructor-Led Interactive Certification Training
Duration: 1 Day
Includes: Trainer Guide, Student Workbook, Slide Deck, Personal Anger Self-Assessment, Training Support Materials (Evaluation Sheets, Certificate Templates, Training Outline), 22 Bonus Activities, and a PowerPoint Review Game
Languages: English / Putonghua / Cantonese
Additional Information
| Job family | Service |
|---|---|
| Roles | Business Owner, HR People Ops, Team Manager/Leader |
| Competence Level | Foundation, Intermediate |
| Workshop Category | Business Agility, Agile Service Management, Process Improvement |
Workshop Description
Delivering exceptional customer experiences is no longer optional—it’s a competitive advantage. This hands-on workshop introduces the fundamentals of Customer Experience (CX) and equips participants with practical tools to design impactful customer journeys, address pain points, and build stronger relationships.
Through interactive exercises and real-world examples, you’ll gain the skills to map customer journeys, identify improvement areas, and implement strategies that drive loyalty and satisfaction.
Audience
Professionals looking to deepen their CX knowledge and implement impactful customer experience improvements.
Topics Covered
- Module 1: What Is a Customer Experience?
- What Is Customer Experience?
- Customer Experience and Digital Customer Experience
- Examples of REAL Customer Experience
- Why Having a Customer Experience Is So Important to Any Business?
- Module 2: Customer Journey Mapping (Practical Activities)
- What Is Customer Journey Mapping and Why Is It Important?
- Customer Journey Mapping Activity Level 1: Heartbeat Map
- Moments of Truth: Practical Activity
- Customer Journey Mapping Activity Level 2: CX Journey Map
- Module 3: Monitoring Performance
- Monitoring Performance Against Quantifiable Objectives
- Monitoring Performance Against Behavioral Objectives
- Management by Walking Around – MBWA
- “You Get What You Inspect” Activity
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Note
Learning Objectives
- Understand what customer experience (CX) means and how it directly influences business success
- Gain practical skills in mapping the customer journey to identify pain points and areas for enhancement
- Explore proven methods for managing CX, including crafting customer personas and strategic planning
- Learn how to design and implement a CX action plan, with tools to track, measure, and improve customer experience over time
Customer Service Excellence Series
This comprehensive training solution designed to equip your team with the skills and confidence to deliver outstanding customer service. Featuring six complete programmes, it enables staff to build stronger customer relationships and maintain service excellence across all touchpoints.
Our Workshop Schedule
Looking for a different workshop schedule? Let us know your preferred dates, and we’ll do our best to accommodate.
Corporate Training inquiries are also welcome.
English (UK) 
繁體中文 
简体中文 