Managing The Customer Experience

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06th October 2025 (1 Day)
9:00 AM - 4:30 PM GMT

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£605 each (exc. VAT) Price

Courses Content
Who Should Attend
Learning Outcomes
Requirements
Preparation

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Managing The Customer Experience

Overview

Embed a truly customer-centric approach to delivering support within your organisation. 

Customers are at the heart of the Service Desk and are the reason why Service Desks exist.
To ensure that customers are exposed to an excellent experience and the service meets their expectations and needs, all elements of their experience need to be reviewed. This workshop offers an advanced outlook on how to continuously improve your CX.

This is a virtual, interactive, one day workshop. Attendees are encouraged to bring their own real-world scenarios to encourage practical solutions and valuable discussions.

“A wonderful passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team”
Stephen Alexander, Audatex.

This workshop will teach delegates methods to:

Explain the strategic importance of the customer experience (CX)
Identify CX management activities
Define measurable success criteria
Analyse customer types
Explain the role and importance of different types of feedback
Integrate with business relationship management
Ensure a continual improvement focus

Course Content

The Strategic Impact of the Customer Experience – understand the purpose and objectives of managing the customer experience and the business value it can deliver
Measures of Success – consider critical success factors, targets and KPIs that underpin the strategy

Defining the customer experience – explore customer segmentation and journey mapping to define the experience for different types of customers

Process Integration – understand the relationship between the customer experience and service management processes to ensure they are customer-centric

Customer Engagement Methodologies – identify and review the options available for finding out what is really important to your customers

Marketing and Communications – consider marketing opportunities for promoting customer feedback channels and publishing the results

Planning Engagement Activities – define the objectives, roles, responsibilities, and scheduling of activities to ensure they are coordinated and cohesive

Analysing Results – understand how to turn customer feedback into business intelligence in order to identify improvement initiatives

Continual Improvement – integrate results with quality assurance and improvement activities, using ongoing feedback to sustain effort and drive successful business outcomes

Who Should Attend

This practical workshop is beneficial for any individuals involved in or responsible for their customers’ experience and any leaders or managers wishing to drive a more customer-centric improvement focus. This workshop is also a great driver for re-motivating team members, inspiring and reigniting their engagement and understanding of their impact on the business. It will also benefit anyone considering any upcoming accreditation including SDI’s Service Desk Certification (SDC).

Outcomes

Practical Workshop Takeaways:

SDC standards for managing the customer experience

Document Templates

Analysis exercises to aid planning

Advice and guidance from an experienced service and support practitioner

After the workshop delegates will be able to…

Define a Customer Experience (CX) Management programme

Map the CX Journey

Understand Customer Engagement Activities
Derive full value from customer feedback

Requirements

This is not a pre-recorded webinar and you will need:

a computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)

microphone/headset

high-speed internet connection

ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.

Prefer to run this workshop in-house?

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.

Find out more by visiting our bespoke and in-house training page.

Virtual - Login from anywhere

06th October 2025 (1 Day)
9:00 AM - 4:30 PM GMT

Price: £605
each (exc. VAT)

£605 each (exc. VAT)

£605 (exc. VAT)

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Book Now

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duration: 7 Hours 30 Minutes

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