What you will study
- CX strategy and the commercial case for experience
- Journey mapping and moments of truth
- Voice of the Customer programmes and survey design
- NPS, CSAT and Customer Effort Score — choosing and using them
- Root cause analysis and closing the feedback loop
- Building a CX governance structure and dashboard
What you will be able to do
- Produce a validated journey map for your organisation
- Design a Voice of the Customer programme end to end
- Present a CX dashboard that links experience to revenue
Assessment & certification
Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.
Who this is for
This programme is pitched at intermediate to advanced level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.
Programme details
- Duration5 days
- DeliveryIntensive classroom or in-house
- LevelIntermediate to Advanced
- AwardKCSS certificate on successful assessment
- LocationDabino House, 1A Yakubu Gowon Way, Kaduna, or live-online
Fees and the next available start date are confirmed on enquiry. Call 0806 974 9874 or send us a message.
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Ready to enrol in Customer Experience?
Speak to our admissions team about the next start date, fees and the stream that fits your week.
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