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Overview

The two-day 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.

Who should attend?

The course is designed for people who have the responsibility for any part of the customer experience journey within their organisation 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.

Learning outcomes

  • 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

Course Dates

Start Date End Date Location
25 Oct 2018 26 Oct 2018 London
17 Dec 2018 18 Dec 2018 London
07 Feb 2019 08 Feb 2019 London
16 Apr 2019 17 Apr 2019 London

Course Director

Ian Golding

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association).

Enquire

Is this course right for me? To speak to one of our Learning Advisors, call us on +44 (0)1628 427360 or complete the form below.