Programme Overview
This masterclass helps organisations move beyond service improvement into enterprise-wide customer experience management. Participants learn how to connect customer insights, journey design, measurement and governance into a practical CX operating model.
Programme Objectives
- Clarify what CX means at enterprise level
- Identify high-impact customer pain points
- Build a CX improvement roadmap
- Connect CX with business performance
- Create leadership alignment around experience priorities
Course Modules
- 1CX Strategy and Business Case
- 2Customer Insights and Persona Thinking
- 3Journey Mapping and Moments of Truth
- 4CX Metrics and Performance Dashboards
- 5Governance, Ownership and Continuous Improvement