About this course
Customer Experience Excellence gives delegates a structured, practical understanding of customer experience principles and customer journey mapping, then builds the skills to apply voice of the customer, service design and CX measurement and NPS in real work. Quality and excellence courses on ISO systems, auditing, Lean Six Sigma and continuous improvement.
Sessions are led by practitioners with at least 15 years in the field, and mix short input with exercises, case studies and group work, so delegates return with methods they can use straight away.
Who should attend
Quality managers, auditors, process owners, improvement leads and operations managers. No specialist prerequisites are required for the Practitioner level; Foundation, Advanced and Executive versions are available on request.
What you will learn
- Customer experience principles
- Customer journey mapping
- Voice of the customer
- Service design
- CX measurement and NPS
5-day course outline
- Day 1
Customer experience principles
Concepts, standards and terminology, with a diagnostic exercise to baseline the group.
- Day 2
Customer journey mapping
Methods and tools explained step by step, with worked examples from real operations.
- Day 3
Voice of the customer
Hands-on practice in small groups using realistic data, cases and templates.
- Day 4
Service design
Case studies of successes and failures, and how to apply the lessons in your organisation.
- Day 5
CX measurement and NPS
Integration exercise, final knowledge check and a personal action plan.
10-day extended programme
The extended programme includes the full 5-day outline above, plus a second week of applied work.
- Day 6
Applied workshop: Customer experience principles
Deeper practice with your own data or site examples.
- Day 7
Applied workshop: Customer journey mapping and voice of the customer
Group exercises that combine methods from week one.
- Day 8
Field case study: Service design
A detailed industry case worked through from start to finish.
- Day 9
Advanced practice: CX measurement and NPS
Tools, templates and checklists to take back to work.
- Day 10
Assessed project and presentation
Each delegate presents an improvement plan and completes the final assessment.
Upcoming classroom dates
| Dates | City | Length | Fee |
|---|---|---|---|
| 16 Nov 2026 to 20 Nov 2026 | Dubai | 5 days | $2,450 |
| 21 Dec 2026 to 1 Jan 2027 | Dubai | 10 days | $4,450 |
| 3 Jan 2027 to 7 Jan 2027 | Cairo | 5 days | $2,450 |
| 7 Feb 2027 to 11 Feb 2027 | Cairo | 5 days | $2,450 |
| 21 Mar 2027 to 25 Mar 2027 | Cairo | 5 days | $2,450 |
| 5 Apr 2027 to 16 Apr 2027 | London | 10 days | $6,250 |
| 10 May 2027 to 14 May 2027 | Dubai | 5 days | $2,450 |
| 14 Jun 2027 to 25 Jun 2027 | Amsterdam | 10 days | $6,250 |
| 11 Jul 2027 to 15 Jul 2027 | Cairo | 5 days | $2,450 |
| 2 Aug 2027 to 6 Aug 2027 | Kuala Lumpur | 5 days | $2,450 |
Live online sessions run every month in GCC, Europe and Asia time slots. Other dates and cities on request.
Customise this course
Change the level, language, length and format, combine it with topics from other courses or ask for topics that are not in our catalogue, and add your own case studies, site visits or exam preparation. Open this course in the customiser to see the day-by-day outline and an instant indicative fee.
Frequently asked questions
How long is the Customer Experience Excellence course?
It runs as a 5-day core programme or a 10-day extended programme. The 10-day version adds a second week of workshops, case studies and an assessed project.
Where is the Customer Experience Excellence course held?
Classroom sessions run in Dubai, Istanbul, London, Kuala Lumpur and Cairo, with more cities opening to 2030. It is also available live online and in-house at your site.
Can the Customer Experience Excellence course be customised?
Yes. You can change the level, language, length from 1 to 20 days and format, add topics from other courses or new topics, and include your own case studies. Use the online customiser for an instant indicative fee.
How much does the Customer Experience Excellence course cost?
From $2,450 for 5 days in Dubai, Istanbul, Cairo or Kuala Lumpur, $3,450 in London, and $1,450 live online. In-house delivery for up to 15 delegates starts at $12,900.