Customer Experience Management
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.
11 - 15 October 2026
Live Online
5 Days
USD 2,900Customer 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.
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.
Built on recognised practice. 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.
Decisions this programme improves. 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.
How it is delivered. 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.
In-house option. 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.