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Customer Experience Management
An Interactive 5-Day Training Course

Customer Experience Management

Unlock Loyalty & Growth: Master the Art of Customer Experience Management

NASBA
Scheduled Dates
Date Venue Fees
10 - 14 Aug 2026 Amsterdam $ 5,950
31 Aug - 04 Sep 2026 Dubai $ 5,950
19 - 23 Oct 2026 London $ 5,950
19 - 23 Oct 2026 Online $ 4,950
28 Dec - 01 Jan 2027 London $ 5,950
19 - 23 Apr 2027 Online $ 4,950
19 - 23 Apr 2027 Dubai $ 5,950
28 Jun - 02 Jul 2027 London $ 5,950
09 - 13 Aug 2027 Amsterdam $ 5,950
30 Aug - 03 Sep 2027 Dubai $ 5,950
18 - 22 Oct 2027 London $ 5,950
18 - 22 Oct 2027 Online $ 4,950
27 - 31 Dec 2027 London $ 5,950

Introduction

This GLOMACS Customer Experience Management training course is designed to help professionals learn how to manage customer experiences effectively. This training course covers all the essential topics related to CX, including understanding customer needs, implementing strategies that foster loyalty and business growth, and using various tools to create outstanding customer experiences. By the end of this training course, participants will have gained the knowledge, skills, and tools needed to create exceptional customer experiences that drive business success.

Objectives

The learning objectives of this Customer Experience Management training course include:

  • Define and grasp critical concepts of Customer Experience Management.
  • Analyze CX's impact on business objectives and financial performance.
  • Map customer journeys and design strategies aligned with brand and customer needs.
  • Utilize diverse customer research methods to gather actionable insights.
  • Foster a customer-centric culture within the organization.
  • Measure and track CX metrics for performance evaluation and improvement.

Organisational Impact

The organizational benefits of this Customer Experience Management training course include:

  • Increased customer satisfaction and loyalty
  • Reduced customer churn and acquisition costs
  • Enhanced brand reputation and advocacy
  • Improved employee engagement and productivity
  • Boosted revenue and profitability

Personal Impact

By the end of this Customer Experience Management training course, participants will:

  • Develop and implement a customized CX strategy.
  • Design seamless customer journeys.
  • Interpret customer feedback for actionable improvements.
  • Implement effective communication strategies to strengthen customer relationships.
  • Apply a data-driven approach to measure and manage CX success.
  • Advocate for a customer-centric organizational culture.

Who should Attend?

This CX Management training course caters to professionals who improve customer experience, including marketing and sales, customer service, product, operations, HR and business leaders.

This GLOMACS Customer Experience Management training course is of particular benefit to:

  • Customer service representatives
  • Sales and marketing professionals
  • Product managers
  • Customer experience managers
  • Operations managers
  • HR professionals
  • Business leaders
  • Technical support specialists
  • Finance and accounting teams
  • Delivery personnel
Course Outline
Day 1 to Day 5
  • Fundamentals of customer experience management
  • The power of customer-centricity and its impact on business success
  • Understanding customer needs, wants, and expectations
  • Research and strategy for customer experience
  • Analysing customer data to identify trends and insights
  • Building a customer-centric strategy aligned with business goals
  • Setting CX metrics and KPIs for measuring success
  • Designing and implementing exceptional customer journeys
  • Leveraging technology and automation to personalise and optimise journeys
  • Communication and customer engagement strategies
  • Measuring and improving customer experience
  • Key CX metrics and KPIs: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES)
  • Analysing CX data and identifying areas for improvement
Certificates
  • Upon successful completion of the classroom-based training course, GLOMACS Certificate will be awarded to the delegates. Continuing Professional Education credits (CPE): In accordance with the standards of the National Registry of CPE Sponsors, one CPE credit is granted per 50 minutes of attendance
  • Upon successful completion of the online training course, a GLOMACS Certificate will be awarded to all delegates. Guided Learning Hours – In accordance with ISO 9001:2015–certified quality management standards, one Guided Learning Hour is awarded for every 60 minutes of attendance.
Providers and Associations

Endorsed Education Provider

NASBA

In Association With

Oxford Management Centre

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The Energy Training Centre

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KC Academy

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Frequently Asked Question

This course focuses on the fundamentals of Customer Experience Management (CXM) and how to design, deliver, and continuously improve customer journeys that drive satisfaction, loyalty, and business growth. It covers customer-centric strategy, journey mapping, CX measurement, and the role of technology and data in CX.

By the end of the course, participants are expected to be able to develop and implement a customized CX strategy, design seamless customer journeys, interpret customer feedback for actionable improvements, implement effective communication strategies, and apply a datadriven approach to measuring and managing CX success. They are also expected to advocate for a customercentric culture within their organizations.

The course is designed for professionals responsible for customer experience, service quality, marketing, digital channels, operations, and customerfacing leadership roles. It is particularly beneficial for managers and specialists in sectors such as banking and financial services, telecoms, utilities, retail, hospitality, and public services who want to strengthen CX capabilities and loyalty.

Participants learn how to map customer journeys, use voiceofcustomer techniques, design value propositions with tools such as the Value Proposition Canvas, and apply customer segmentation models (behavioral, needsbased, valuesbased, etc.). They also explore CX metrics (NPS, CSAT, CES), data analysis approaches, and governance structures such as CX councils and journey owners.

The course explains how to select and use key CX metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to assess loyalty, satisfaction and ease of interaction. It shows how to combine survey data, operational data, and qualitative feedback to identify trends, root causes, and priorities for CX improvement.

CXM is both a strategic discipline and an operational practice, and the course mirrors this balance. Participants work with realworld case examples, journey maps, metrics dashboards and technology use cases, while also discussing governance, culture, and leadership practices needed to embed customercentricity.

The course outline includes: Day 1 - fundamentals of customer experience management and the power of customercentricity; Day 2 - understanding who your customer is, their needs, wants, and expectations, plus research and strategy for CX; Day 3 - mapping experiences and designing customer journeys, communication and engagement; Day 4 - CX measuring success, including key metrics such as NPS, CSAT and CES; Day 5 - technology in customer experience improvement, including where human contact vs digital should be used and how AI and tools can enhance CX.

Related Categories
Customer Service
Customer Service

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