An Intensive 5-day Training Course
Customer Experience Management
Unlock Loyalty & Growth: Master the Art of Customer Experience Management
Course Introduction
In the current market scenario, where customers are spoilt for choice, providing them with an exceptional experience is no longer an option but a critical differentiator that sets businesses apart from their peers and competitors. This 5-day Customer Experience Management training course is a comprehensive program that aims to equip you with the knowledge, skills, and tools needed to create world-class customer experiences.
This training course will provide hands-on experience utilising various customer experience tools and techniques, such as customer surveys, customer personas, and customer feedback analysis. It will also cover best practices in customer experience management, including incorporating customer feedback into business strategies and creating a customer-centric culture within the organisation.
By the end of this Customer Experience Management training course, you will be well-equipped to create exceptional customer experiences that drive customer loyalty, advocacy, and business growth. You will have the knowledge, skills, and tools necessary to design, implement, and manage customer-centric strategies that will set your business apart from the competition.
Objectives
Objectives of this Customer Experience Training course are:
- Define and understand the critical concepts of Customer Experience Management (CEM)
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Analyse the impact of CX on business objectives and financial performance
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Identify and map customer journeys across all touchpoints
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Design and implement CX strategies aligned with your brand and customer needs
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Identify and utilise different customer research methods to gather actionable insights
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Build a culture of customer-centricity within your organisation
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Measure and track CX metrics to evaluate and improve performance
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Leverage technology and data to personalise and optimise customer experiences
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Develop effective communication strategies to engage and delight customers
Organisational Impact
Investing in Customer Experience (CX) Management training is a smart decision for any organisation looking to improve its customer experience.
You can significantly enhance your company's ability to meet customer needs and expectations by providing your employees with the necessary skills and knowledge. This can lead to a host of benefits for your business, including increased customer satisfaction and loyalty, reduced churn rates, and acquisition costs.
Moreover, a well-trained workforce can help to improve your brand reputation and advocacy by providing high-quality service and support to your customers. This, in turn, can lead to positive word-of-mouth recommendations and referrals, helping to attract new customers and grow your business.
Other organisational benefits from this Customer Experience Management training course include:
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Increased customer satisfaction and loyalty
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Reduced customer churn and acquisition costs
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Improved brand reputation and advocacy
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Enhanced employee engagement and productivity
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Boosted revenue and profitability
Personal Impact
This Customer Experience (CX) Management training course is designed to provide participants with a comprehensive understanding of customer experience and management. The training course covers a wide range of topics, and will provide delegates with the following outcomes including:
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Create and implement a customised CX strategy for their organisation
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Design and improve customer journeys for seamless interaction
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Analyse and interpret customer feedback to drive actionable improvements
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Implement effective communication strategies to build stronger customer relationships
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Develop a data-driven approach to measuring and managing CX success
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Advocate for and participate in the creation of a customer-centric organisational culture
Who Should Attend?
This Customer Experience (CX) Management course caters to professionals who improve customer experience, including marketing and sales, customer service, product, operations, HR and business leaders.
This Customer Experience Management training course is of particular benefit to:
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Customer Service Representatives
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Sales and Marketing Professionals
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Product Managers
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Customer Experience Managers
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Operations Managers
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HR Professionals
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Business Leaders
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Technical Support Specialists
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Finance and Accounting Teams
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Delivery Personnel
Course Outline
Day One
Fundamentals of Customer Experience Management
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Introduction to CEM and its importance in today's business landscape
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The power of customer-centricity and its impact on business success
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Understanding customer needs, wants, and expectations
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Identifying customer touchpoints and mapping customer journeys
Day Two
Research and Strategy for Customer Experience
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Customer research methods: surveys, interviews, focus groups, social media analysis
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Analysing customer data to identify trends and insights
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Building a customer-centric strategy aligned with business goals
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Setting CX metrics and KPIs for measuring success
Day Three
Designing and Implementing Exceptional Customer Journeys
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Customer journey mapping: identifying touchpoints, emotions, and pain points
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Designing customer journeys for positive experience at every touchpoint
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Implementing CX initiatives across different departments and channels
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Leveraging technology and automation to personalise and optimise journeys
Day Four
Communication and Customer Engagement Strategies
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Building effective communication strategies for a multi-channel world
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Engaging customers through proactive communication and personalisation
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Handling customer complaints and turning them into opportunities
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Building customer loyalty and advocacy through exceptional service
Day Five
Measuring and Improving Customer Experience
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Key CX metrics and KPIs: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES)
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Analysing CX data and identifying areas for improvement
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Implementing change management strategies for continuous CX improvement
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Building a culture of customer-centricity within your organisation
Certificate
Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.
In association with
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FREQUENTLY ASKED QUESTIONS
To check on availability please call Registrar’s Office at +971 50 985 0174. If you have any questions or enquiries please feel free to contact us
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, we provide assistance in securing both hotel reservations & entry visa on all our international training venues, for delegates attending our training courses. For further information / assistance, please contact our Customer Service at:
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, Oxford Management Centre is accredited by the following professional bodies;
National Association of State Board of Accountancy (NASBA)
The Oxford Management Centre is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit.
Yes, discounts are available. For further information please call +971 50 985 0174 or email, [email protected]
Note: Discounts are not applicable with any other special offer that may be available.
There are 2 easy ways to register:
- Online: Select the training course you want to register for, Click the “Book Your Place” button on the course page, complete the form and click submit.
- E-mail: Send your details to [email protected]
We request that all cancellations be made at least one week before the class start date. You may reschedule this class without any penalty. If not, a $250 fee will be charged for cancellations received less than one week before a class begins and for no-shows. Cancellation penalties and any fees incurred by Oxford Management Centre will be deducted from refunds.
For more information request, email [email protected] or call +971 50 985 0174.
The classroom training fees include course presentation, relevant materials, physical & digital documentation, lunch and refreshments served during entire training. Accommodation and transportation are not included in the training course fees.
While, online training fees cover the course presentation and digital documentation and relevant materials.
The Oxford Management Centre Certificate of Completion with corresponding CPE credits shall be awarded to delegates who has successfully completed the training course.
Payment must be received before the training course commences. You can make payment by bank draft, cash, credit card or wire transfer.
Note: If the payment is not received, Oxford Management Centre has the right to refuse admission.
Upon receipt of your registration form, we will send you the following by e-mail:
- Registration Confirmation
- Invoice/Receipt (where appropriate)
If you register online you will receive an e-mail within 24 hours confirming your registration.
