Global Learning for Operational Leaders
Classroom
12 sessions
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Online / Live
12 sessions
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Introduction
Course overview
Delivering exceptional customer experiences is no longer a competitive advantage—it is a business necessity. Modern managers play a critical role in shaping customer-centric cultures, leading high-performing service teams, and designing experiences that build loyalty and long-term business value. This course provides practical frameworks, tools, and leadership techniques to help participants develop customer experience (CX) strategies, measure performance, lead customer-focused teams, and drive continuous improvement across the organization.
What you will achieve
Learning objectives
- Understand the principles and business value of Customer Experience Management (CXM)
- Develop customer-centric strategies aligned with organizational objectives
- Design and improve customer journeys that increase satisfaction and loyalty
- Measure customer experience using meaningful performance indicators
- Recruit, develop, and lead high-performing customer service teams
- Foster a customer-focused culture across the organization
- Create practical action plans for continuous customer experience improvement
Who should attend
Target audience
- Customer experience managers
- Customer service managers
- Operations managers
- Branch and service center managers
- Team leaders and supervisors
- Sales managers
- Business development professionals
- Professionals responsible for customer satisfaction and service excellence
Methodology
Learning approach
- The course combines interactive presentations, practical workshops, customer journey mapping exercises, group discussions, case studies, team activities, self-assessments, and real-world customer experience improvement projects.
Course content
Five focused days of learning and application
Day 1
Foundations of Customer Experience Management
- Understanding the principles and business value of Customer Experience Management (CXM)
- Exploring the customer experience lifecycle and management framework
- Defining the responsibilities of customer-focused managers
- Leveraging emerging technologies to enhance customer interactions and service quality
- Coffee break
- Leveraging emerging technologies to enhance customer interactions and service quality (continued)
- Understanding the drivers of profitable customer experiences
- Identifying the key dimensions that shape customer perceptions and satisfaction
- Building the essential foundations of exceptional customer experiences
Day 2
Developing Customer Experience Strategies
- Designing customer experience strategies aligned with business objectives
- Applying proven principles that drive customer loyalty and engagement
- Developing compelling customer value propositions
- Coffee break
- Developing compelling customer value propositions (continued)
- Conducting customer research and benchmarking against industry best practices
- Leading customer experience transformation and innovation initiatives
- Developing practical implementation plans for sustainable CX improvement
- Practical workshop: Designing a customer experience strategy for organizational success
Day 3
Customer Journey Design and Performance Measurement
- Understanding customer expectations across different touchpoints
- Designing seamless customer journeys that enhance satisfaction and loyalty
- Applying customer journey mapping techniques to identify improvement opportunities
- Coffee break
- Applying customer journey mapping techniques to identify improvement opportunities (continued)
- Understanding the role of customer emotions in shaping memorable experiences
- Selecting and applying key customer experience metrics and performance indicators
- Practical exercise: Measuring and improving the customer journey using real-world scenarios
Day 4
Building High-Performing Customer Experience Teams
- Recruiting customer-focused professionals using structured selection approaches
- Developing customer service capabilities through continuous learning and coaching
- Leading and motivating customer experience teams for high performance
- Coffee break
- Leading and motivating customer experience teams for high performance (continued)
- Recognizing and rewarding behaviors that support service excellence
- Providing employees with the tools, resources, and support needed for success
- Practical case study: Building an engaged and customer-centric service team
Day 5
Creating a Customer-Centric Organization
- Understanding the characteristics of customer-focused organizations
- Aligning organizational structures, processes, and leadership with customer experience objectives
- Building a culture that consistently delivers exceptional customer value
- Coffee break
- Building a culture that consistently delivers exceptional customer value (continued)
- Exploring the relationship between employee experience and customer experience
- Applying best practices for sustaining customer-focused organizational performance
- Final workshop: Developing a customer experience transformation roadmap, action planning, course review, and lessons learned
FAQ
Frequently asked questions
What does Customer Experience Perfection for Modern Managers (PR-015) cover?
This course covers Public Relations through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 4 - 8 January 2027. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Customer experience managers, Customer service managers, Operations managers
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Amsterdam, London, Istanbul, Vienna, Barcelona, Paris, Frankfurt.
How long is the training programme?
The programme runs for five days, with up to five training hours per day, from 9:00 AM to 2:00 PM. Each programme includes a total of 25 training hours.
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