The long-term success of any organization largely depends on its ability to deliver products and services that meet — and exceed — customer expectations. Companies that outperform their competitors over time are those that implement a strong customer experience management strategy. This requires the development of both interpersonal and technical skills.

Customer-centricity is not limited to executives and managers; it must be a shared, ongoing commitment across the entire organization.

Throughout this training, participants will engage in icebreaker activities, presentations, role-playing exercises, experience-sharing sessions, a post-training action plan workshop, a case study, and hands-on exercises.

Registration Details

Course details

What Is Customer Experience?

Understanding customer experience and its strategic role
An overview of customer experience management (CXM)

Measuring and Evaluating Customer Experience

Why and how to measure customer experience effectively
Key customer experience performance indicators
- Net Promoter Score (NPS – customer advocacy and recommendation rate)
- Customer Effort Score (CES – level of effort required to purchase products and services)
- Customer Satisfaction Score (CSAT)

Improving Customer Experience: Best Practices and Methods

Understanding and optimizing the customer journey
The role of internal collaboration in enhancing customer experience
Listening to customer and employee feedback
Communicating initiatives implemented to improve customer experience
Selecting the right distribution and communication channels
Practical workshop on customer experience improvement

Customer Experience Case Study

Connecting Customer Experience with Employee Experience

What is employee experience?
Why align customer experience with employee experience?
How to effectively connect the two approaches
Key benefits of aligning customer and employee experience
Practical workshop on linking customer experience and employee experience

Other course(s) in this category

→ Training: Managing Internal and External Customer Complaints

→ Training: Customer Relationship Management and Service Quality

→ Training: Customer Portfolio Management

Benefits:

A course material for each participant.
Coaching available after the training.
We offer you in public session:
- Tea, coffee
- Dinner at a nearby restaurant
- Wireless internet connection

Prerequisites:

Objectives:

Increase revenue through higher customer satisfaction
Improve overall service quality
Strengthen employee engagement in addressing customer needs
Foster a stronger team spirit and collaborative culture

- 13/01/2026
- 14/01/2026
- 08/04/2026
- 09/04/2026
- 20/05/2026
- 21/05/2026

- 24/02/2026
- 25/02/2026

Pricing

Preferential rate

833

$ / participant

Public orgs, NPOs

Public price

981 $ / participant

Practical information

Duration: 2 day(s)
Schedule: 9:00 a.m. to 4:30 p.m. (2 coffee breaks + 1-hour lunch)
Format: - Online (live virtual classroom)
- Or in person, depending on availability

📄 Download course outline (PDF)

Registration details

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Mark Plouffe, Government of Canada

« Je tiens à vous remercier tous les deux d’avoir offert à mes ressources une excellente formation COBOL au cours des trois derniers jours. Mamadou, merci d’avoir été si accommodant malgré le court préavis et d’avoir envoyé votre formateur à Gatineau pour ce cours personnalisé. Nous avons hâte de poursuivre notre collaboration pour de futurs besoins de formation. »
(Traduit de l’anglais)

“I want to thank you both for providing my resources with excellent COBOL training over the past 3 days. Mamadou, thank you for being so accommodating on such short notice and for sending your facilitator to Gatineau for this customized and personalized training course. We look forward to continuing our partnership for future training needs.”

René-Claude Bouchard | Chargé de projets | STM

« Mamadou est venu nous aider à réorganiser notre panneau d’arrêt via un outil de rapport, Crystal Reports. Mamadou a réussi avec succès le travail de précision, au pixel près, puisque nous voulions un rapport similaire au design graphique original. Il nous a aidés à découper le projet par cycle et à intégrer le rapport à notre logiciel corporatif. La qualité que nous avons appréciée était le souci du détail et la constance. Mamadou a été très professionnel et connaît plusieurs autres technologies. Merci. »

“Mamadou helped us reorganize our stop panel using a reporting tool, Crystal Reports. He successfully delivered precise, pixel-perfect work, as we needed a report that matched the original graphic design. He helped us break the project down into cycles and integrate the report into our corporate software. What we appreciated most was his attention to detail and consistency. Mamadou was very professional and is knowledgeable in many other technologies. Thank you.”
(Translated from French)

Martin Côté – Analyste Assurance Qualité – Travailleur autonome – Montréal

« Ce fut un plaisir de faire affaires avec Doussou Formation. Ce qui fait LA différence est le service personnalisé totalement à l'écoute des participants ainsi que l'adaptation aux besoins de formation. Flexibilité / Adaptabilité / Professionnalisme / Courtoisie. Merci ! »

“It was a pleasure doing business with Doussou Formation. What truly makes THE difference is the personalized service, fully attentive to participants, as well as the ability to adapt the training to their needs. Flexibility / Adaptability / Professionalism / Courtesy. Thank you!”
(Translated from French)

Training: Customer Experience – A Key Driver of Organizational Success