Customer Experience Management

Course Code: IT 3662

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Course Sector:

Information Technology

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Course Dates and Locations

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No.

Date

Days

Location

Fees

Enrollment

11 - 15 Aug 2025

5 Days

Amsterdam, Netherlands

$4,950

24 - 28 Nov 2025

5 Days

Dubai, UAE

$4,250

Introduction

Training course introducion / brief

This Customer Experience Management training program equips professionals with the knowledge and tools to effectively design, manage, and enhance customer experiences. Covering key elements such as customer needs analysis, strategy development, and experience design, this course empowers participants to foster customer loyalty and drive sustainable business growth. Upon completion, learners will be equipped with practical skills and frameworks to elevate customer interactions and boost organizational performance.

Understand the essential concepts and principles behind Customer Experience Management (CEM).
Assess the role of CX in supporting financial and strategic business outcomes.
Create customer journey maps that align business offerings with user expectations.
Leverage multiple research methods to extract meaningful customer insights.
Promote a strong customer-focused mindset throughout the organization.
Utilize performance metrics to track and enhance customer experience outcomes.

Customer support agents and service team members
Marketing and sales personnel
Product development and management professionals
CX strategists and experience managers
Operations and HR team members
Executives and business unit leaders
Technical and financial support staff
Delivery and fulfillment team members

Core principles of customer experience and its impact on organizational outcomes

Customer-centric thinking and cultural transformation
Identifying and interpreting customer needs, behaviors, and expectations

Utilizing research and data to guide CX design decisions

Formulating strategic goals and customer engagement frameworks
Establishing metrics and KPIs to measure customer satisfaction and loyalty

Creating and delivering seamless and personalized customer journeys

Applying digital tools and automation for experience optimization
Building proactive communication strategies that foster engagement

Monitoring CX performance and implementing continuous improvement initiatives

Applying measurement tools like NPS, CSAT, and CES

Data analysis to pinpoint improvement opportunities and implement feedback loops

Boost certificate of completion

BOOST's Professional Attendance Certificate “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.

ENDORSED EDUCATION PROVIDER

Flexible deadlines

Customized dates accordance to your schedule

Shareable Certificate

Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.

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TRAINING COURSE: Customer Experience Management