Customer experience has become a defining source of differentiation. As journeys span multiple touchpoints, technologies and expectations, delivering consistency and relevance now demands strategic leadership and commercial clarity. AI and automation are reshaping how organisations understand, design and manage experiences — from predictive service and real-time personalisation to measuring satisfaction through advanced analytics.
This masterclass focuses on leading CX as a strategic discipline in this AI-enabled environment. It explores how to connect business objectives with customer needs, apply insight and journey mapping to uncover opportunity, and use design thinking to strengthen brand and business value. The course examines how to integrate AI responsibly, link CX metrics to commercial performance, orchestrate experiences across digital and human touchpoints, and embed CX governance, culture and continuous improvement for sustainable success.
For marketing and business leaders responsible for shaping, managing or advancing customer experience as part of their organisation’s strategic priorities.
- Position customer experience as a strategic driver of loyalty, growth and differentiation
- Build a CX strategy aligned with organisational goals and measurable outcomes
- Use research, personas and journey mapping to identify improvement opportunities
- Apply design thinking to strengthen satisfaction and brand value
- Integrate AI, automation and personalisation responsibly to enhance relevance and trust
- Orchestrate digital and human interactions for seamless customer journeys
- Link CX metrics to financial performance, including retention and CLV
- Align employee and customer experience to improve delivery and engagement
- Measure performance using VoC, VoP and VoE frameworks
- Establish governance and culture to embed continuous improvement
Speak to one of our specialist learning advisers about making a group booking and discuss how your business can work with CIM to achieve your marketing goals
Call us on +44(0)1628 427 360
The Customer Experience Management course was fantastic & feel I have learned a mass of information & useful tools & techniques over the course of only 2 days.
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Speak to one of our expert learning advisers to understand more about this course, how it fits into your CIM learning journey and how we can help you with group bookings.
Phone: +44 (0)1628 427 360
Email: training@cim.co.uk
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