Course Introduction

Businesses increasingly understand the value of customer experience. Customer Experience is not only about serving customers, knowing where to buy products and what brands the customers like. It’s about understanding customers deeply so that the organisation can deliver optimised and better experiences to increase the engagement and loyalty of customers. To achieve this goal, learn to measure touch points and discuss different modules to determine the perfect business strategy for an organisation.  Throughout the course, you will get a practical understanding of Customer experience management. Datrix Training offers Customer Experience for Managers Training course to improve and measure the loyality of customers.


What's Included

Find out what's included in the training programme.

Course Content


  • What is customer experience?
  • Why is customer experience important?
  • Difference between customer experience and customer service
  • Role of customer experience in loyalty, growth and profitability
  • Customer experience in B2C and B2B

Assess customer experience

  • Customer experience review
  • Role of emotions
  • Live customer experiences

Business case for Customer experience

  • Develop business case
  • Sell business case
  • Use and present customer research
  • Outline case studies

Approach to strategy development and KPI's

  • Research for strategy
  • Construct strategy
  • Strategy examples
  • Learn to use and communicate strategy
  • Create KPI's to support strategy

Tools and techniques

  • Research customer experience
  • Walk customer experience
  • Assess customer experience
  • Identify and assess opportunities for improvement
  • Design customer experience
  • Design emotional experience
  • Implement and Embed change

Build customer experience culture

  • Build continuous improvement
  • Framework for customer experience culture alignment



Delivery Methods


Customer Experience for Managers Training Enquiry

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What are the benefits of Customer Experience for Managers course?

Organisations invest a significant amount of money to deliver and develop quality services and products, but most of the time they ignore overall experience provided to the customers. Learn how customers feel about their knowledge related to purchasing decisions. Deliver a valuable experience so that it drives customer growth, loyalty and raise profits. During this course, also gain an understanding of the difference between customer service and customer experience. Gain a practical knowledge of the value and delivering customer experience strategy. Also, gain knowledge of how to design and deliver the plan.

Who should attend this course?

The target audience for this course are:

  • Entrepreneurs
  • Bloggers
  • Students
  • Directors
  • Supervisors
  • Delegates who want to gain more understanding about developing and implementing programmes in the organisation for improvement of customer experience.
  • Experienced and new managers who want to enhance their management skills
  • Delegates interested in customer experience management can also enrol in this course

What will you learn in this course?

  • Learn to create, measure and improve the journey of customers for your organisation.
  • Develop business cases to invest in the investment for customer experience.
  • Assess the experience of the customers of the organisation.
  • Develop strategy for customer experience
  • To deliver the strategy effectively, design programme for customer experience
  • Develop culture for customer experience of organisation
  • Learn the steps that leaders in an organisations take to build a culture of better service.
  • Understand the importance of hiring competent employees
  • Understand the role of empowerment and training
  • Make use of best practices to leverage more in an organisation
  • Suggest the steps that the strong managers take to ensure that the service system works as required.
  • Understand the role of transparency in building trust with external as well as internal stakeholders.