Introduction:

Customer Experience Management (CEM) refers to the structured oversight of all interactions between an institution and its customers across various channels and stages. It focuses on systems that support customer satisfaction, loyalty, and engagement through coordinated service design, feedback structures, and data interpretation. This training program introduces frameworks for managing the customer journey, analyzing feedback, enhancing engagement, and applying technology in experience management. It also explores institutional models for embedding customer centricity into culture, innovation, and long term strategic alignment.

Program Objectives:

By the end of this program, participants will be able to:

Identify structural components of the customer journey and cross channel consistency.
Evaluate institutional frameworks for feedback collection and insight generation.
Use segmentation models and engagement strategies within customer experience systems.
Assess technologies and tools supporting digital experience management.
Explore cultural and strategic models for embedding customer centricity across the organization.

Targeted Audience:

Mid-level marketing professionals.
Customer service managers.
Product managers.
Customer success and support leaders.
CRM specialists and business analysts in customer relations.

Program Outline:

Unit 1:

Structuring the Customer Journey:

Components and stages of institutional customer journeys.
Mapping systems for touchpoints and service interactions.
Key steps used for identifying structural pain points and opportunity areas.
Frameworks for customer journey analytics and performance tracking.
Methods for maintaining consistency across communication and service channels.

Unit 2:

Customer Feedback and Insight Systems:

Techniques for structured feedback collection and classification.
Analytical models for transforming data into strategic insights.
Sentiment analysis frameworks in institutional environments.
Systems for integrating feedback into experience enhancement models.
Frameworks for developing feedback loops supporting continuous CX improvement.

Unit 3:

Personalization and Customer Engagement:

Role of personalization in customer experience strategy.
Segmentation models and institutional customer profiling.
Structures for creating tailored experiences across service platforms.
Techniques for fostering emotional connection in CX systems.
Metrics and indicators for evaluating engagement outcomes.

Unit 4:

Digital Transformation and CX Technologies:

Technology’s institutional role in customer experience design.
How to integrate CRM platforms and CX management tools.
AI and automation structures supporting customer interaction.
Importance of using self-service and omnichannel support systems.
Governance models for managing digital CX infrastructure.

Unit 5:

Customer Centric Culture and Innovation:

Institutional models for embedding customer-centricity.
Employee alignment strategies supporting customer experience.
Innovation frameworks based on customer experience insights.
Importance of linking customer experience with organizational objectives.
Strategic planning systems for long term CX governance.

Customer Experience Management CEM