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The Chartered Institute of Marketing

Customer Experience Management

Oct 8—9, 2019
2 days
London, United Kingdom
GBP 1250 ≈USD 1553
GBP 625 per day
Nov 5—6, 2019
2 days
London, United Kingdom
GBP 1250 ≈USD 1553
GBP 625 per day
Dec 3—4, 2019
2 days
London, United Kingdom
GBP 1250 ≈USD 1553
GBP 625 per day
+5 more options

How it works

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Description

The two-day Customer Experience Management course is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Experience being deployed across the world.

Learning outcomes

  • Understand the role of the customer experience professional
  • Customer Experience (CX) – a tool for business transformation
  • Customer experience frameworks
  • Customer and employee personas
  • The importance of empathy
  • Brand proposition and the customer
  • Creating and measuring a customer journey
  • Customer journey management and improvement
  • Digital customer experience
  • Creating a customer centric culture

Who should attend

The course is designed for people who have the responsibility for any part of the customer experience journey within their organisation this includes heads of marketing and other marketing support functions, marketing managers, brand managers, CX managers, CRM managers and even HR managers looking at cultural change.

Experts

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecom...