This Customer Experience Management course is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Experience being deployed across the world.

Based on our comprehensive framework, Customer Experience Management training module covers everything companies need to understand, create and manage the customer experience at all channels.

This training is true to the multichannel, cross-departmental definition of Customer Experience. The training covers all aspects of CEM, from the psychology that shapes customer interactions, to a framework for implementing this knowledge into an organization-wide CEM strategy. This program enables organizations to truly grasp and manage the Customer Experience from a holistic perspective.

The course is designed for people who have the responsibility for any part of the customer experience journey within their organization; this includes heads of marketing and other marketing support functions, marketing managers, brand managers, CX managers, CRM managers and even HR managers looking at cultural change.

• Understand the role of the customer experience professional
• Customer Experience (CX) – a tool for business transformation
• Customer experience frameworks
• Customer and employee personas
• The importance of empathy
• Brand proposition and the customer
• Creating and measuring a customer journey
• Customer journey management and improvement
• Digital customer experience
• Creating a customer centric culture

• Expert trainers – Passionate specialists who keep up to date with the latest trends in their field.
• Practical training methods – Theory and practical based training to takeback to the office.