course | Customer Experience Strategy: From Innovation to Execution
We turn your development needs and aspirations into powerful digital solutions that drive growth
SMCS-1092 | Customer Experience Strategy: From Innovation to Execution
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-06-30 | 2025-07-04 | Barcelona | $4,950 | Book now |
| 5 Days | 2025-09-08 | 2025-09-12 | Dubai | $4,250 | Book now |
| 5 Days | 2025-11-23 | 2025-11-27 | El Doha | $4,250 | Book now |
Course Introduction
Customer Experience
Customer Experience is imperative; a proven effective strategy for sustaining a competitive advantage. The better experience customers have, the greater positive reviews a company will receive, while simultaneously reducing the chances of customer complaints. When it comes to Customer Experience, any company should aspire to stand out from among the competitions.
This 5-day BOOST training course provides participants with practical activities, principles and techniques to drive Customer Experience innovation. This course is comprehensive and effective in starting up and making a successful Customer Experience in organizations of all sizes and business sectors.
Course objective
At the end of the training course, participants will be able to
- Assess existing customer experience strategy in the organization to enhance customer satisfaction by delivering a consistent and excellent service experience.
- Develop strategies effective for the business or organization.
- Identify and eliminate barriers in developing a customer-centric innovation mindset.
- Design a customer experience programme to deliver the strategy.
- Gain customer insights and turn ideas into action.
Course Outline | 01 Day One
Your Customer Experience Strategy
- Elements that comprise an effective and strategic customer experience strategy
- Clear customer experience vision for your own organization.
- Critical goals and roadmap to help reach your customer experience vision.
Your Customers and their Experience Journey
- Developing customer stories for promoting cultural empathy
- Critical customer views of interactions throughout multi-channel touchpoints
- Journey maps to capture experiences and emotions of customers
Course Outline | 02 Day Two
Customer-Focused Innovation
- Creative strategies that support innovation
- Understanding the needs of your customers
- Improving customer experience while adding value
Educating your Workforce
- Engaging the hearts and mind of your people
- Customer experience will never exceed your employee experience
- “How to work together” to deliver brand promise and great customer experience
Course Outline | 03 Day Three
Principles of Customer Relationship Building
- Modern ideation and relationship building models
- Developing Customer Experience based Customer Relationship Maturity Matrix
- Essential elements and application of the Technology Framework for CRM and Customer Experience
Course Outline | 04 Day Four
Accelerating and Improving Decisions with Data
- Assessing the value of customer experience in connection to nine foundational business building blocks
- Establishing Customer Experience Advisory and Leadership models
- Exploring leading practices that drive ongoing business improvements
- Linking customer perceptions with operational costs and profitability
Course Outline | 05 Day Five
Customer Experience in your Organization
- Most relevant, actionable metrics for your organization to drive desired business results
- How to drive adoption across your entire organization
- Jumpstart your role by gaining wins and bringing others along with you
- Becoming a successful change-agent for customer experience-first thinking
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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