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It\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>CX metrics: CSAT, customer effort, Net Promoter Score and their limits\u003C\u002Fli>\n\u003Cli>Linking perception metrics to operational measures and outcomes\u003C\u002Fli>\n\u003Cli>Monitoring and measuring satisfaction in line with ISO 10004\u003C\u002Fli>\n\u003Cli>Voice of the customer programmes and closed-loop feedback\u003C\u002Fli>\n\u003Cli>Complaints as data: ISO 10002 principles and trend analysis\u003C\u002Fli>\n\u003Cli>Text analytics and dashboards for CX insight\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Governing and Sustaining Customer Experience\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>CX governance: steering groups, journey owners and decision rights\u003C\u002Fli>\n\u003Cli>Building the business case: retention, cost to serve and public value\u003C\u002Fli>\n\u003Cli>Employee experience and its link to customer experience\u003C\u002Fli>\n\u003Cli>Leadership behaviours and a customer-focused culture\u003C\u002Fli>\n\u003Cli>Customer data protection and trust\u003C\u002Fli>\n\u003Cli>CX roadmap: priorities for the next twelve months\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Define a customer experience strategy and brand or service promise linked to organisational goals\u003C\u002Fli>\n\u003Cli>Segment customers and build evidence-based personas\u003C\u002Fli>\n\u003Cli>Map end-to-end customer journeys and identify pain points and moments that matter\u003C\u002Fli>\n\u003Cli>Use service blueprints to connect front-stage experience with back-office processes and systems\u003C\u002Fli>\n\u003Cli>Design an omnichannel service model that balances digital self-service and human contact\u003C\u002Fli>\n\u003Cli>Select a balanced set of CX metrics, including satisfaction, effort, loyalty and operational measures\u003C\u002Fli>\n\u003Cli>Design a voice of the customer programme with closed-loop follow-up\u003C\u002Fli>\n\u003Cli>Prioritise CX improvements using impact, effort and cost criteria\u003C\u002Fli>\n\u003Cli>Build a business case linking CX improvement to retention, cost to serve or public value\u003C\u002Fli>\n\u003Cli>Set up governance, journey ownership and culture practices that sustain CX performance\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>CX leaders:\u003C\u002Fstrong> heads and managers of customer experience, service excellence and customer care\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Operations managers:\u003C\u002Fstrong> managers of branches, service centres, contact centres and service delivery units\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Marketing and brand managers\u003C\u002Fstrong> responsible for customer insight, loyalty and brand promise\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Digital and product managers\u003C\u002Fstrong> responsible for digital channels and customer-facing systems\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Public sector leaders:\u003C\u002Fstrong> managers in government entities responsible for service quality and citizen satisfaction\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Quality and excellence managers\u003C\u002Fstrong> leading improvement programmes\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should hold managerial or head-of-function responsibility for customer-facing services, or lead cross-functional improvement work. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Customer experience strategy development\u003C\u002Fli>\n\u003Cli>Customer research and segmentation\u003C\u002Fli>\n\u003Cli>Journey mapping and service blueprinting\u003C\u002Fli>\n\u003Cli>Omnichannel service design\u003C\u002Fli>\n\u003Cli>CX measurement and metric selection\u003C\u002Fli>\n\u003Cli>Voice of the customer and closed-loop feedback\u003C\u002Fli>\n\u003Cli>CX business case development\u003C\u002Fli>\n\u003Cli>CX governance and journey ownership\u003C\u002Fli>\n\u003Cli>Customer-focused culture building\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Many organisations measure satisfaction scores every month yet struggle to show that customer experience work changes retention, cost or reputation. This programme gives managers and heads of function a practical system to design, measure, govern and improve customer experience across channels and departments, and to link it to business and public value outcomes.\u003C\u002Fp>","\u003Cp>Customer experience initiatives often lose momentum for predictable reasons. Responsibility sits with a small CX team that cannot change the processes that cause problems, journeys cross departments that each optimise their own part, survey results are reported but rarely acted on, digital and physical channels give different answers, and leaders ask for a single score without understanding what drives it. Investment then goes into new channels or technology before the basic promise to customers is kept.\u003C\u002Fp>\n\u003Cp>This programme treats customer experience as a management system rather than a campaign. It moves through five stages: setting a CX strategy and promise, understanding customers and their journeys, designing better services across channels, measuring what matters and acting on it, and building the governance and culture that sustain improvement.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references ISO 23592 on service excellence, ISO 10002 on complaints handling, ISO 10004 on monitoring and measuring customer satisfaction, and established methods including customer journey mapping, service blueprinting, voice of the customer programmes and closed-loop feedback. It also draws on common practice in government service excellence programmes.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> Which journeys to fix first; which metrics to report to leadership and which to use operationally; where to invest in digital channels and where human contact matters more; who owns a cross-functional journey; how to build a business case for CX improvement; and how to tell whether an initiative has worked.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: a service organisation with rising complaints, a new digital channel and a board request for a CX strategy. Participants build a journey map, select metrics, analyse feedback data, prioritise improvements and present a CX roadmap and governance model.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own customer segments, journeys, survey data and service standards, and delivered to CX, operations, digital and marketing leaders together so that ownership of journeys is agreed.\u003C\u002Fp>","Training Program","Intermediate to Advanced","mdi-comment",[],[316,324,331,338,346,352,359,366,371,377,381,385,392,398,402],{"id":317,"schedule_slug":318,"start_date":319,"end_date":320,"price":321,"city_id":322,"days":289,"city_name":323},609995,"customer-experience-management-in-prague","2026-11-08","2026-11-12","5500.00",14,"Prague",{"id":325,"schedule_slug":326,"start_date":327,"end_date":328,"price":329,"city_id":255,"days":289,"city_name":330},610222,"customer-experience-management-in-istanbul","2026-11-15","2026-11-19","4500.00","Istanbul",{"id":332,"schedule_slug":333,"start_date":334,"end_date":335,"price":321,"city_id":336,"days":289,"city_name":337},610707,"customer-experience-management-in-vienna","2026-11-29","2026-12-03",6,"Vienna",{"id":339,"schedule_slug":340,"start_date":341,"end_date":342,"price":343,"city_id":344,"days":289,"city_name":345},611213,"customer-experience-management-in-casablanca","2026-12-13","2026-12-17","4300.00",23,"Casablanca",{"id":347,"schedule_slug":348,"start_date":349,"end_date":350,"price":329,"city_id":260,"days":289,"city_name":351},611488,"customer-experience-management-in-kuala-lumpur","2026-12-20","2026-12-24","Kuala Lumpur",{"id":353,"schedule_slug":354,"start_date":355,"end_date":356,"price":321,"city_id":357,"days":289,"city_name":358},700047,"N\u002FA","2027-01-03","2027-01-07",33,"Riyadh",{"id":360,"schedule_slug":354,"start_date":361,"end_date":362,"price":363,"city_id":364,"days":289,"city_name":365},700384,"2027-01-11","2027-01-15","5900.00",4,"London",{"id":367,"schedule_slug":354,"start_date":368,"end_date":369,"price":329,"city_id":32,"days":289,"city_name":370},701714,"2027-03-15","2027-03-19","Dubai",{"id":372,"schedule_slug":354,"start_date":373,"end_date":374,"price":329,"city_id":375,"days":289,"city_name":376},702844,"2027-04-18","2027-04-22",31,"Manama",{"id":378,"schedule_slug":354,"start_date":379,"end_date":380,"price":329,"city_id":255,"days":289,"city_name":330},705905,"2027-07-12","2027-07-16",{"id":382,"schedule_slug":354,"start_date":383,"end_date":384,"price":363,"city_id":364,"days":289,"city_name":365},706767,"2027-08-02","2027-08-06",{"id":386,"schedule_slug":354,"start_date":387,"end_date":388,"price":389,"city_id":390,"days":289,"city_name":391},709015,"2027-10-04","2027-10-08","2900.00",19,"Live Online",{"id":393,"schedule_slug":354,"start_date":394,"end_date":395,"price":321,"city_id":396,"days":289,"city_name":397},709205,"2027-10-11","2027-10-15",12,"Paris",{"id":399,"schedule_slug":354,"start_date":400,"end_date":401,"price":329,"city_id":32,"days":289,"city_name":370},710001,"2027-11-08","2027-11-12",{"id":403,"schedule_slug":354,"start_date":404,"end_date":405,"price":329,"city_id":260,"days":289,"city_name":351},710950,"2027-12-06","2027-12-10",{"id":289,"city_name":407,"city_slug":408,"country_id":289,"country_name":409,"country_continent":410,"featured":32,"price":411,"image_alt":409,"image_icon":250,"title":250,"h1_tag":412,"content":413,"description":414,"what_to_do":415,"cover":287},"Barcelona","barcelona","Spain","Europe",5500,"Training courses in Barcelona, Spain","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Explore professional training in Barcelona across Elite Academy’s full range of disciplines. The city’s position as a globally connected Mediterranean city with an active business and professional environment makes it an attractive international setting for scheduled courses and programs arranged to your preferred topic and dates.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy can deliver its full range of professional training programs in Barcelona, Spain. Because the city is a globally connected Mediterranean city with an active business and professional environment, it provides a strong international environment for participants from organizations as well as individual professionals. The courses shown on this page represent the programs currently scheduled in Barcelona; they do not limit what can be delivered there. If your preferred course or date is not listed, you can request any program from our portfolio to be arranged in Barcelona, subject to scheduling and delivery requirements.\u003C\u002Fp>",{"food":416,"places":425,"shopping":434,"experience":443},{"items":417,"title":424},[418,420,422],{"text":419},"La Boqueria Market",{"text":421},"Can Culleretes",{"text":423},"Granja Dulcinea","Dining",{"items":426,"title":433},[427,429,431],{"text":428},"Sagrada Família",{"text":430},"Park Güell",{"text":432},"Casa Batlló","Landmarks",{"items":435,"title":442},[436,438,440],{"text":437},"Passeig de Gràcia",{"text":439},"La Roca Village",{"text":441},"El Corte Inglés, Plaça de Catalunya","Shopping",{"items":444,"title":451},[445,447,449],{"text":446},"Magic Fountain of Montjuïc",{"text":448},"FC Barcelona Museum",{"text":450},"Barceloneta Beach","Experience",{"image_url":287,"image_alt":453,"alt_text":287,"meta_title":454,"meta_description":455,"canonical_url":287,"schema_json":287,"include_in_sitemap":456,"robots_index":456,"robots_follow":456,"robots_advanced":287,"og_title":286,"og_description":455,"og_url":287,"twitter_card":457},"SeoMetadata image","Customer Experience Management | Elite Academy","Many organisations measure satisfaction scores every month yet struggle to show that customer experience work changes retention, cost or reputation.",false,"summary",[],[460,469],{"id":461,"name":462,"name_2":287,"slug":463,"schedule_slug":287,"start_date":464,"end_date":465,"days":289,"hours":290,"city_id":375,"city_name":376,"price":466,"country_name":467,"program_level":312,"program_type":311,"short_details":468,"featured":250,"upcoming":250,"relevance_score":250},700266,"Advanced Customer Service Call-Quality Management","advanced-customer-service-call-quality-management","2027-01-10","2027-01-14",4500,"Bahrain","\u003Cp>Many contact centres score calls every month yet see no improvement in customer satisfaction, because quality forms measure the wrong things, evaluators disagree and results never reach coaching. This programme gives quality and contact centre managers a complete approach to design, run and improve a call-quality programme that changes agent behaviour and customer outcomes.\u003C\u002Fp>",{"id":470,"name":471,"name_2":287,"slug":472,"schedule_slug":287,"start_date":473,"end_date":474,"days":289,"hours":290,"city_id":255,"city_name":330,"price":466,"country_name":475,"program_level":312,"program_type":311,"short_details":476,"featured":250,"upcoming":250,"relevance_score":250},700880,"Advanced Public-Sector Customer Service","advanced-public-sector-customer-service","2027-01-31","2027-02-04","Turkey","\u003Cp>Citizens now compare government services with the best digital services they use elsewhere. Long journeys, repeated requests for the same documents and unanswered complaints damage trust quickly. This programme gives public-sector service leaders the methods to redesign services around citizens, manage every channel consistently and measure what actually improves the experience.\u003C\u002Fp>","en",{"data":479,"code":280,"status":281,"message":504},[480,484,488,492,496,500],{"id":481,"title":482,"slug":483},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":485,"title":486,"slug":487},30,"Leadership Development","leadership-development-2",{"id":489,"title":490,"slug":491},29,"management skills","management-skills",{"id":493,"title":494,"slug":495},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":497,"title":498,"slug":499},21,"finance and accounting","finance-and-accounting",{"id":501,"title":502,"slug":503},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]