CXM/Effective Customer Experience Management (CXM) 26th – 28thMay: 15th – 17th September 2025
About the Program
In fiercely competitive markets where products and services are similar, creating and enhancing customer value through Customer Experience Management (CXM) is the appropriate strategy for building customer loyalty and the business.
The fundamental principle upon which Customer Experience Management (CXM) is founded is that the higher the value of the customer experience or interactions with a company, from their first point of contact to the post-purchase stage level – not just the product or service- then the longer the customer will stay with the company.
Therefore, businesses that can create a memorable customer experience can foster customer loyalty, increase brand reputation, and boost sales.
This three-day intensive and very participative program, looks at the practical application of customer experience management principles and how they could be used to build competitive advantage.
It is a program designed to challenge and stimulate the participants and explore key ideas relating to customer experience strategy to drive a successful customer experience ecosystem.
Course Objectives
- To enable participants analyse and interpret customer insights, implement actions and champion a customer-centric culture to enhance the customer experience and drive business success.
- To enable participants learn the value of customer experience, how to apply customer focused design principles and collaborate with others to enhance customer experience.
- To enable participants understand the strategic elements that drive a successful customer experience ecosystem and achieve an organisation-wide alignment.
Course Benefits
At the end of the program, participants will acquire the knowledge, skills, and tools necessary to create exceptional customer experiences that drive customer loyalty, advocacy, and business growth.
Course Content
- The Fundamental Principles of Customer Experience Management (CXM)
- The Importance of CXM In Today’s Business Landscape
- Defining a Framework For CXM
- Justification for Profitable Customer Experience
- The Roles and Responsibilities of a Customer-Focused Manager
- Understanding Customer-Centric Design
- What is Customer-Centricity, and Why Does It Matter?
- Customer-Centric Thinking and Practices-Cases
- Customer Retention and Loyalty
- Customer Defection-Facts
- Types of Defections
- Reasons Why Customers Defect
- Customer Retention Strategies to Prevent Defection
- Identifying Customer Touchpoints and Mapping Customer Journeys
- Designing and Implementing Exceptional Customer Journeys
- Customer Journey Mapping: Identifying Touchpoints, Emotions, and Pain Points
- Designing Customer Journeys for Positive Experience at Every Touchpoint
- Setting CMX Metrics and KPIs for Measuring Success
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Customer Sentiment
- Customer Emotional Intensity
- Measuring Customer Experience Metrics
- Analysing CXM data and Identifying Areas for Improvement
- Providing Customer Experience Leadership
- Creating a CXM Strategy
- Changing Customer Expectations
- Human-Centric Design
- Loyalty Programs in Action
- Future Customer Experience
- Adapting New Technologies to Maximize Impact on CXM
- The Expanding Horizons of Virtual and Augmented RealitY
- Artificial Intelligence (AI)
- Chatbots
- Best Practices in Customer Experience Management
- Cases
Duration: Three (3) days
Fees: – Three Thousand Six Hundred and Fifty Ghana Cedis (GH¢3,650.00) per participant.
Venue: Coconut Groove Hotel
Who Should Attend: Customer Experience Managers / Officers, Head of Customer Service Departments, Customer Relationship Managers, Customer Service Department Managers / Supervisors, Customer Satisfaction Managers /Supervisors,Account Managers,Team Leaders,Team Managers ,Procurement Mangers,Finance and Accounting Managers,Supply Chain Managers,Technical Support Managers and all Managers required to understand customer experience.