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course | Customer Experience Strategy: From Innovation to Execution

Join our Customer Experience Strategy: From Innovation to Execution course in Abu Dhabi. Gain practical customer experience strategy innovation execution

SMCS-1092 | Customer Experience Strategy: From Innovation to Execution

Course Sector : Sales, Marketing and Customer Service

Course dates

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Duration	Date from	Date to	Course Venue	Course fees	Book a course
5 Days	14/09/2026	18/09/2026	Dubai	$4,250	Book now
5 Days	29/11/2026	03/12/2026	Doha	$4,250	Book now
5 Days	15/03/2027	19/03/2027	Dubai	$4,250	Book now
5 Days	05/07/2027	09/07/2027	Barcelona	$4,950	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 the competition.

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

Assess the 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 audience

Sales Executives
Business Development Executives
Sales / Marketing Managers
Account Managers / Relationship Managers
Sales Directors
Teachers / Trainers
Leaders
Students
Head of Department
Art Directors
HR professional
Career shifters
Business Owners / Entrepreneurs
Social Media Specialist
SEO Specialist
Customer Service Officers

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 the 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 minds 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

Course Certificates

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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A customer experience (CX) strategy is a structured approach to improving every interaction customers have with a company. It aligns people, processes, technology, products, and communication around customer needs to increase satisfaction, loyalty, retention, and business value.

Five key components are:Product or service experience – How customers perceive the quality and value of what they receive.Customer service – The support customers receive before, during, and after a purchase.Communication – How clearly and consistently the company communicates.Convenience – How easy it is for customers to interact with the business.Emotional experience – How customers feel throughout their relationship with the brand.

A practical four-pillar framework is:Customer understanding – Collect and analyze customer needs, feedback, and behavior.Employee engagement – Equip employees with the skills, tools, and authority to serve customers effectively.Customer journey design – Identify and improve important touchpoints across the customer journey.Measurement and continuous improvement – Track CX metrics and use insights to improve the experience.

A CX strategy plan is a documented roadmap for improving the customer experience. It typically includes:Customer personas and target segments.Customer journey mapping.Current CX strengths and pain points.Customer experience goals.Improvement initiatives and priorities.Roles, responsibilities, and resources.CX metrics such as CSAT, NPS, CES, retention, and churn.Implementation timeline.Regular measurement, review, and optimization.

Open Training Calendar

Since 2001, we’ve been at the forefront of professional training in the Middle East — shaping the future of learning and development one success story at a time. With a vision rooted in innovation and excellence, we help individuals, teams, and organizations reach their highest potential through integrated, future-ready training solutions. Our comprehensive programs combine global best practices with local insights, empowering people to grow, lead, and make a lasting impact in their industries.

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