Customer Experience Training Overview

Enhance Customer Experience Training Course Outline

Module 1: Strategy Alignment

  • Overview of Strategy Alignment
  • Strategy Alignment
  • Operating Model
  • Comparing Lean, Six Sigma, and Rapid Improvement
  • Agile Project Management
  • Comparing Deployment Strategies
  • Voice of the Customer (VOC)
  • Design Thinking
  • Lean
  • Elements of a Lean System

Module 2: Project Identification

  • Lean Supply Chain
  • CT Flow Down
  • Operational Analysis
  • Metric Categories
  • Scoping Projects
  • A3 Form
  • Project Charters
  • Project Prioritisation
  • Information Technology Ecosystems

Module 3: Lean Six Sigma Basics

  • Understand the Voice of the Customer
  • Create Robust Product and Process Designs
    • Reduce Complexity
  • Deploy Lean Six Sigma Teams
  • Performance Measurements
  • Create Value Stream Maps (VSM)
  • Eliminate Unnecessary Operations
  • Implement Just-in-Time Systems
    • Reorganise Physical Configurations
    • 5S and Standardised Work
    • Link Operations
    • Balance Material Flow
    • Mistake-Proofing
    • High Quality
    • Reduce Set-Up Time (SMED)
    • Total Preventive Maintenance
    • Level Demand
    • Reduce Lot Sizes
  • Supplier Networks and Support
  • Implement Visual Control and Pull
    • Systems – Kanban
  • Continually Update Process Technologies

Module 4: Rapid Improvement Events

  • Prepare for the Rapid Improvement Event
    • Create a Project Charter
    • Assign a Project Leader and Team Members
    • Reserve a Conference Room
    • Obtain Supplies and Equipment
    • Ensure Facilities Are Available Including Breakout Rooms
    • Ensure Support Personnel Are Available to Assist the Team
    • Collect Process Information of Floor Layouts, Process, and Procedures
    • Collect Information of Operational Cycle Times
    • Developing a Schedule for the Rapid Improvement Event
    • Setting up Flip Charts and Organising Other Materials
    • Rapid Improvement Event Communication Email
    • Rapid Improvement Event Kick-Off Agenda
  • Conducting the Event
    • Bring Team Together to Discuss Roles and Responsibilities
    • Discuss Event Deliverables
    • Conduct Team Training as Required
    • Create Detailed Value Flow Maps and Layouts of the Process
    • Facilitate to Ensure Full Participation of Team Members
    • Collect Data at Every Operation
    • Analyse Data and Develop Prioritised Improvements
    • Change the Process
    • Apply 5S and Mistake-Proofing Methods
    • Evaluate the Rapid Improvement Event

Module 5: Data Collection and Analysis

  • Big Data Collection and Analytics
  • Metadata Definition and Lineage
  • Information Quality Governance
  • Value Stream Mapping
  • Process Characterisation
  • Simple Analysis of Process Data
  • Mapping High-Volume Transactions
  • Data Collection for Services
  • Measuring Process Complexity
  • Customer Experience Mapping

Module 6: Process Improvement

  • Common Process Changes
  • Control Tool Effectiveness and Sustainability
  • Root Cause Analysis and Improvement Strategies
  • Robotic Process Automation
  • Automating for Solution Sustainability

Module 7: Building a Case for Change

  • Psychology of Groups
  • Change Readiness
  • Project Transition
  • Building a Case for Change
  • Accelerating Change

Module 8: Implementing Solutions

  • Control Strategy
  • Control Tools
  • Quality Control Plan
  • Communicating the Proposed Changes
  • Follow-Up Activities
  • Creating Metric Dashboards

Module 9: Organisational Change

  • Sustaining Process Improvements
  • Governing Organisations
  • Security
  • General Data Protection Regulation
  • Changing an Organisation



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Who Should Attend the Customer Experience Training Course?

The Enhance Customer Experience Course is designed for professionals who are dedicated to improving the interactions and satisfaction of their customers. This course will benefit the following professionals:

  • Customer Service Managers and Representatives
  • Sales and Marketing Professionals
  • Business Owners
  • Entrepreneurs
  • Product Managers
  • Retail Managers
  • Call Center Managers
  • Brand Managers

Prerequisites of the Customer Experience Training Course

There are no formal prerequisites to attend the Enhance Customer Experience Training Course.

Customer Experience Training Course Overview

The Customer Experience Training is a crucial program in today's customer-centric business environment. This is one of the Personal Development Courses that focuses on equipping professionals with advanced skills and strategies to elevate the customer experience. In an era where customer satisfaction is paramount, this masterclass offers insightful techniques to create memorable and positive customer interactions, essential for business success and growth.

Understanding and enhancing the Customer Experience is vital for professionals in marketing, customer service, and sales roles. In a competitive market, the ability to deliver exceptional customer experiences can differentiate a business from its competitors. This masterclass is particularly beneficial for those looking to not only meet but exceed customer expectations, thereby fostering loyalty and driving business success.

The Knowledge Academy’s 1-day Customer Experience Training provides comprehensive training in this area. Delegates will explore various aspects of customer interaction and satisfaction, learning how to effectively apply these concepts in their roles. The program combines theoretical knowledge with practical application, ensuring participants can immediately implement these strategies in their professional lives.

Course Objectives:

  • To understand the fundamentals of an exceptional Customer Experience
  • To learn how to effectively map and analyse the customer journey
  • To develop strategies for personalising customer interactions
  • To gain insights into measuring and enhancing customer satisfaction
  • To explore innovative techniques for engaging with customers
  • To enhance communication skills tailored to customer needs

Upon completion, delegates will have a thorough understanding of how to enhance customer experiences effectively. They will be equipped with practical tools and strategies to make impactful changes in their customer interactions, leading to increased customer satisfaction and loyalty.

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What’s included in this Enhance Customer Experience Course?

  • World-Class Training Sessions from Experienced Instructors
  • Enhance Customer Experience Certificate
  • Digital Delegate Pack

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Customer Experience Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Customer Experience Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Customer Experience Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Customer Experience Training sessions.


Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment


Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Customer Experience Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

Our Customer Experience Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Customer Experience Training FAQs

Customer Experience encompasses a customer's overall perception and feelings about a company based on their interactions at every touchpoint. It includes the end-to-end journey a customer has with a business, from initial awareness to post-purchase support.
A superior customer experience is pivotal for business success as it builds customer loyalty, enhances brand reputation, and drives repeat business. Positive experiences lead to higher customer satisfaction, referrals, and ultimately, better financial performance for the company.
There are no formal prerequisites for registering for a Customer Experience Course. However, it is beneficial for participants to have a basic understanding of business operations and customer service principles.
A positive customer experience is characterised by ease of interaction, personalized service, and prompt resolution of any issues. It also includes meeting or exceeding customer expectations and making them feel valued throughout their journey with the company.
Improving customer experience can involve personalising interactions, gathering and acting on customer feedback, investing in employee training, utilising customer data effectively, and ensuring consistency across all channels of communication.
The duration of this Customer Experience Certification Course spans across 1 day.
Customer Experience can be measured through various methods such as customer satisfaction surveys (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and analysing customer feedback across multiple channels.
This course will teach participants how to create exceptional customer experiences, use customer feedback to drive improvements, understand customer needs and expectations, and apply strategies to increase customer satisfaction and loyalty.
The training fees for Customer Experience Training certification in the United Kingdom starts from £995
The Knowledge Academy is the Leading global training provider for Customer Experience Training.
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Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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