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    The 2-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.

    Based around real case studies and examples from multiple industries, the course takes delegates through a practical and actionable approach to customer experience. Most organisations believe they are focusing on customer experience, but in reality, they are delivering customer experiences ‘accidentally’. Learn how to implement a customer experience framework to make the adoption of customer experiences ‘intentional and sustainable’.

    Day 1: Customer Experience Strategy and Customer Journey Management

    Day 2: Measurement and how to create a customer centric culture

    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 and CRM managers

    Learning outcomes

    • Global best practice theory on the subject of customer experience
    • Understand the need to introduce a structured, rigorous approach to customer experience 
    • Develop a customer experience strategy and how to align it with business strategy
    • The importance of understanding who your customers are
    • Recognise the importance of defining the roles employees play in delivering the customer experience 
    • Understand the importance of empathy in driving sustainable growth
    • Reconnect your organisation with its true purpose
    • Introduction to  ‘Customer Journey Management’
    • Learn how to map the customer journey to drive actionable change
    • Understand the science behind customer experience measurement: Voice of the Customer, Employee and Process
    • How to drive improvement to customer focused priorities using the methods of Lean and/or Design Thinking
    • Connecting digital strategy with the customer experience
    • How to create and sustain a customer centric culture


    "Excellent course, brilliantly delivered by a very engaging, knowledgeable and charismatic specialist."

    Patrizia Sechi Senior Community and Events Manager BNP Paribas Real Estate

    "Fantastic and thought-provoking. Great!"

    Gail England Customer Experience Manager South Western Railway

    “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.”

    Eugene McClure Security Operations Manager SecuriGroup

    “Fab! Max was excellent, very informative!”

    Chloe Hughes Partner Marketing Executive EnergySys

    "I found the training course really informative and the course director was fantastic in his delivery and very supportive."

    Lauren Brown Customer Experience Manager K3 Business Technologies

    Course Dates

    Start Date Duration Location
    24 Jul 2024 2d Virtual
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    16 Sep 2024 2d Virtual
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    16 Oct 2024 2d Virtual
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    05 Nov 2024 2d Virtual
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    11 Dec 2024 2d Virtual
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    15% off courses

    Apply DISCOUNT15
    Ends August 15 T&Cs.

    Course Directors

    This course may be run by any of the following Course Directors:-

    Ian Golding

    Tim Fidgeon

    Virtual delivery

    Our virtual delivery format is designed to deliver engaging and interactive experience using short bursts of content delivery, group breakouts, interactive polls, multimedia case histories and how-to-do workshops.

    Do you have a question?

    If you have a question about this course then please use the form below, use the web chat facility on the right of this page, or speak to one of our Learning Advisors at +44 (0)1628 427360.


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    Want to purchase courses for multiple people or have any other training requirements?
    Call us on 01628 427360
    Email us at training@cim.co.uk
    or click on the 'Need Help' icon that has appeared to the right.