Home Course Management, Leadership & Strategy Customer Experience Management Strategies

Customer Experience Management Strategies


Are you looking for ways to improve the performance of your business? Are you looking for new skills and thinking to help you create more impact? Then consider this. If customers cannot believe in your company and your brand, then neither operational excellence or great sales/marketing will change that. Irrespective of what industry you serve, your customer is the creator of your wealth and essentially the lifeblood of the company. According to a Nielsen study of companies in 56 countries, 92% of consumers rely on a recommendation if they are unfamiliar with the brand and the outcomes and experiences they achieve if they are.

This Customer Experience Management Strategies course designed to equip delegates with the latest next-generation thinking and techniques to help companies thrive in the experience economy. You will learn the core pillars to create an outstanding customer experience company. You will learn the core skills of innovation. You will learn how to create great outcomes and directly back into your organisation. Most importantly, you will go further than best practice thinking. Best practice only gives you the ability to compete – you will learn next practices that will turn your customers into loyal and raving fan advocates of your brand.


Participants on the Customer Experience Management Strategies training course will be able to:

  • Understand how the new wave of customer innovation can help transform companies.
  • Use Outcome-Based Thinking techniques – the new wave of customer-driven innovation that creates new and differentiated propositions.
  • Use the customer experience innovation framework
  • Create strategies to understand your current and future customers better than your competition
  • Link innovation to business strategy
  • Use next-generation mapping techniques to define new customer journeys and identify causal work and points of failure beyond traditional approaches.
  • Understand the customer strategies as used by leading innovators to link customer experience management and customer loyalty
  • Bring the techniques together to prepare for real-world application
  • Identify CX-driven competitive differentiation
  • Align success measures to change organisational behaviour
  • Create a CX-aligned adaptive technology environment
  • Bring the techniques together to prepare for real-world application
  • Define a CX implementation process


The Customer Experience Management Strategies program is designed for all those who wish to build on their experience and knowledge and become genuine masters in defining and applying the customer agenda. Participants will mainly have had some exposure to customer experience roles but would not necessarily be in a customer-facing front-line job but would be in a role where a consideration of the customer is important – e.g. customer service, operations, product management, marketing or strategy, “C” level executives dedicated to building a customer-driven company, in particular – Chief Executive, Chief Marketing Officer, Chief Operating Officer


This practical and results-oriented Customer Experience Management Strategies course is based on adult learning concepts which can be readily applied back into the organisation. Our proprietary learning platform combines highly participative and inspirational learning with an online training school to re-enforce and extend learning, a practice lab, self-paced assessments that creates gap based learner journeys plus a knowledge bank containing all the tools, techniques, case studies, videos – to allow the participant become the most skilled and capable they can be.


Hourly Schedule

Day 1

9:00 AM - 11:00 AM
Strategies and Techniques for Customer Innovation
Description: On Day One the course covers the new agenda for Customer Experience Professionals and introduces a number of powerful techniques

Day 2

9:00 AM - 11:00 AM
Implementing The Strategies
Description: On Day Two the course will focus on practical techniques to implement the strategies and drive customer loyalty.

Day 3

9:00 AM - 11:00 AM
Customer Experience Innovation Framework and Techniques
Description: On Day Three the course covers a practical framework for CX innovation and further techniques to support it

Day 4

9:00 AM - 11:00 AM
Customer Innovation, Business Strategy and Competitive Differentiation
Description: On Day Four the course will focus on business strategies for customer innovation and competitive differentiation

Day 5

9:00 AM - 11:00 AM
Implementing the Customer-Centric Organisation
Description: On Day Five the course will introduce behavioural change techniques, enable participants to define an appropriate technology support environment and pull it all together into an implementation process

Important Links

  • Course ID: MTC0043

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Jun 09 - 18 2024


8 Days
All Day

Courses Types

On Place,


Saudi Arabia - SA
Saudi Arabia - SA
Tags: Beginner
Mosook Training Co.


Mosook Training Co.
+966 55 659 3176

Course Registration