In two days, learn to measure and improve customer experience: key indicators (NPS, CES, CSAT), customer journey, feedback, internal collaboration and the link with employee experience.
Customer experience is the sum of every interaction a customer has with your organization, from the first contact to after-sales service. In two days, you learn what customer experience management (CXM) is, how to measure it with recognized indicators such as the Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT), and how to use the results to improve service quality.
You then work on improvement in practice: mapping and optimizing the customer journey, listening to customers and employees, choosing the right channels and communicating your initiatives. The course ends by linking customer experience with employee experience, because engaged teams are essential to satisfied customers. Workshops and a case study make the concepts concrete.
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Cissoko is a consultant, trainer, and speaker with more than 17 years of professional experience, including over 10 years in the financial sector. Mr. Cissoko’s main areas of expertise include the sale of treasury and financial products within the banking…
View full profile$833 / participant
Public bodies and non-profits · plus taxes
$981 / participant
Businesses and individuals · plus taxes
Train your whole team as a private group, on your own documents, at your premises or in a virtual class, on the dates that suit you.
97% satisfaction (end-of-course evaluations, 120 evaluations) · Read all testimonials
Customer service is the help provided when a customer contacts you. Customer experience is broader: it covers every interaction and how the customer perceives your organization throughout the relationship.
The NPS measures how likely customers are to recommend you, the CES measures how much effort they must make to get what they need, and the CSAT measures their satisfaction with a specific interaction. The course explains when to use each one.
No. Customer experience involves the whole organization, including managers and support teams. That is why the course also covers internal collaboration and employee experience.
Yes. In a private group, at your workplace or online, the case study and workshops can be based on your own customer journey and situations.
Depending on your needs: Training: Customer Portfolio Management, Training: Customer Relationship Management and Service Quality, Training: Managing Internal and External Customer Complaints, or HubSpot Training: Mastering Customer Relationship Management (Beginner).
No specific prerequisites. Experience in a customer-facing or service role is helpful for the workshops.
You leave with a clear understanding of customer experience indicators, a customer journey map and a list of improvement actions developed during the workshops, ready to adapt to your organization. You also receive the course materials and exercise files.
