Customer Experience Strategy Training Course
Course Overview
| Course Title | Customer Experience Strategy Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | TBA |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This course provides participants with the frameworks, tools, and skills to design and implement effective customer experience (CX) strategies that align with organizational goals. It combines theory with practical applications, focusing on customer journey mapping, voice of the customer (VoC), customer-centric culture, digital experience, and measurement of CX success. Through real-world case studies and interactive workshops, participants will develop actionable strategies to enhance loyalty, retention, and brand advocacy.
Course Duration
10 Days
Target Audience
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Customer Experience Managers & Directors
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Marketing, Service & Operations Leaders
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Strategy & Transformation Executives
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Business Analysts & Process Improvement Specialists
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Senior Leaders seeking to embed customer-centric strategies
Personal Impact
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Gain expertise in designing and implementing CX strategies.
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Improve ability to analyze customer journeys and pain points.
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Learn practical methods to embed customer-centric culture.
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Strengthen data-driven decision-making for CX improvements.
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Enhance leadership credibility by linking CX to business performance.
Organizational Impact
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Enhanced brand loyalty and customer retention.
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Streamlined customer journeys and service delivery.
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Increased revenue through improved CX-driven growth.
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Stronger alignment between customer insights and strategy.
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Establishment of a sustainable customer-centric culture.
Course Objectives
By the end of this course, participants will be able to:
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Understand key principles and frameworks of CX strategy.
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Map end-to-end customer journeys and identify critical touchpoints.
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Use VoC insights to redesign customer experiences.
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Develop strategies to embed CX in culture, processes, and leadership.
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Apply metrics and KPIs to measure and monitor CX performance.
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Align CX strategy with organizational vision and transformation initiatives.
Course Modules
Course Outline
Module 1: Foundations of Customer Experience Strategy
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Defining CX and its role in business success.
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Key CX frameworks and maturity models.
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Case Study: How leading global brands built their CX strategy.
Module 2: Customer Journey Mapping
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Identifying customer touchpoints across channels.
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Mapping customer journeys to highlight pain points and opportunities.
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Workshop: Create a journey map for a customer onboarding process.
Module 3: Voice of the Customer (VoC) Programs
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Collecting feedback through surveys, social listening, and analytics.
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Turning customer feedback into actionable insights.
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Exercise: Design a VoC feedback loop for continuous improvement.
Module 4: Embedding CX in Culture & Leadership
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Building a customer-first culture at all organizational levels.
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Leadership commitment and change management for CX.
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Simulation: Role-play exercise to drive CX culture transformation.
Module 5: CX & Digital Transformation
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Role of digital tools in enhancing customer journeys.
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Personalization, omnichannel experiences, and self-service portals.
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Hands-on Lab: Redesign a digital experience with CX best practices.
Module 6: Measuring Customer Experience
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Key CX metrics: NPS, CSAT, CES, churn, retention.
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Linking CX performance to financial outcomes.
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Workshop: Build a CX measurement dashboard using Power BI.
Module 7: Advanced CX Analytics & Insights
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Predictive analytics for customer behavior.
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Using sentiment analysis and AI for real-time insights.
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Exercise: Apply analytics to detect churn signals and intervention points.
Module 8: Service Recovery & Loyalty Strategies
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Turning negative experiences into loyalty-building opportunities.
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Designing recovery processes that delight customers.
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Case Study: How effective recovery strategies boost long-term retention.
Module 9: Aligning CX with Business Strategy
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Integrating CX strategy with organizational goals and KPIs.
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Linking customer insights to product, service, and process innovation.
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Workshop: Build a CX strategy map aligned with corporate objectives.
Module 10: Capstone Project – Designing a CX Strategy
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End-to-end design of a CX strategy for a chosen organization.
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Presentation of journey maps, VoC insights, KPIs, and roadmap.
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Final Project: Develop and present a 12-month CX strategy plan.
Course Administration
Methodology
This instructor-led training course is delivered using a blended learning approach comprising presentations, guided practical sessions, web-based tutorials, and group work.
Accreditation
Participants will receive a Tech For Development Certificate of Course Completion.
Training Venue
Held at the Tech For Development Training Centre.
Accommodation & Airport Transfer
Arranged upon request.
Email: letstalk@techfordevelopment.com
Phone: (+254) 790 824 179
Tailor-Made
Customised training available.
Payment
Send proof of payment to letstalk@techfordevelopment.com.
