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Professional training course · PR-015
Customer Experience Perfection for Modern Managers
Delivering exceptional customer experiences is no longer a competitive advantage—it is a business necessity. Modern managers play a critical role in shaping…
- 5 daysClassroom
- 12Upcoming dates
- 7Cities
- £2,800Fees from
Course overview
Why Attend
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.
Customer experience (CX) is the sum of every interaction a customer has with an organisation, from the first search to after-sales support, and the feelings those interactions leave behind. Managing CX means designing those moments deliberately, measuring how customers actually experience them, and fixing the root causes when they fall short.
A common problem is that each department optimises its own step while the customer experiences the whole journey. Sales promises one thing, operations delivers another and the contact centre handles the complaint. In this course participants map an end-to-end customer journey for one of their own services, identify pain points and moments of truth, and prioritise improvements. They compare the main CX measures, including Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES), and learn when each is useful and how to link them to operational KPIs and service standards.
The leadership side is treated just as seriously: recruiting for service attitude, coaching front-line teams, handling escalated complaints and building a customer-focused culture. Each participant leaves with a completed journey map, a short list of priority improvements and a 90-day CX action plan for their team.
Course Methodology
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 Objectives
By the end of this course, participants will be able to:
- 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
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
Target Competencies
- Customer Experience Management (CXM)
- Customer journey mapping
- Customer-centric leadership
- Service excellence
- Team leadership
- Customer satisfaction measurement
- Customer loyalty
- Organizational culture development
Course outline
-
1Day 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
- 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
-
2Day 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
- 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
-
3Day 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
- 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
-
4Day 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
- 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
-
5Day 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
- 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
Dates and fees
Questions
Frequently asked questions
How long is the Customer Experience Perfection for Modern Managers course?
The course runs over 5 days of classroom training, usually Monday to Friday.
When is the next Customer Experience Perfection for Modern Managers course?
The next public date is 4 - 8 Jan 2027 in Amsterdam. There are 12 upcoming dates in total.
Where is this course held?
Upcoming sessions run in Amsterdam, London, Istanbul, Vienna, Barcelona, Paris, Frankfurt.
How much does the course cost?
Fees start from £2,800 per delegate, depending on the city. Fees include tuition and course materials.
Do participants receive a certificate?
Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.
Can this course be delivered in-house for our team?
Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.
Course information last updated 14 November 2026.
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