Customer Experience and Service Process Design
Corporate Training Courses Company

Customer Experience and Service Process Design

Course schedule

Classroom Training:
DateVenueDurationPrice
11 - 15 May 2026London5 days£4,495
20 - 24 Jul 2026London5 days£4,495
5 - 9 Oct 2026London5 days£4,495
18 - 22 May 2026Riyadh5 days£4,495
15 - 19 Jun 2026Dubai5 days£4,495
13 - 17 Jul 2026Cape Town5 days£4,495
10 - 14 Aug 2026Istanbul5 days£4,495
14 - 18 Sep 2026Riyadh5 days£4,495
12 - 16 Oct 2026Dubai5 days£4,495

Please note: prices shown above are exclusive of VAT (20%).

If you don’t see your preferred course date, please contact us.
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Course Overview

Delegates explore how process design influences customer satisfaction and brand loyalty. The course examines service design frameworks, customer journey mapping, and performance analytics. Participants develop strategies to enhance service quality and responsiveness. The programme enables professionals to create customer-focused processes that deliver lasting value.

Who Should Attend

Leaders redesigning service delivery processes to enhance customer satisfaction and loyalty. Past delegates have included:

  • Customer Experience Managers
  • Service Designers
  • Operations Managers
  • Quality Coordinators
  • Client Relations Officers

 

Course Outcomes

  • Design end-to-end service processes focused on customer satisfaction and retention.
  • Analyse customer journeys to identify service pain points and improvement areas.
  • Integrate process and experience design for enhanced service delivery.
  • Use data and feedback loops to refine customer interaction processes.
  • Embed customer-centricity within organisational culture and operations.

Course Topics

Customer Journey Mapping

  • Chart end-to-end journeys, moments of truth, and emotions.
  • Diagnose friction, failure demand, and unmet needs.
  • Quantify impact on conversion, churn, and satisfaction.
  • Prioritise CX fixes using value/effort scoring.

 

Service Blueprinting and Process Integration

  • Design frontstage/backstage activities with supporting systems.
  • Define roles, scripts, and service standards.
  • Integrate digital/physical touchpoints for consistency.
  • Prototype and test service flows before scale-up.

 

Stakeholder-Centred Process Design

  • Engage customers, staff, and partners in co-design workshops.
  • Balance compliance, speed, and empathy in service rules.
  • Design accessibility and vulnerability safeguards.
  • Embed VoC/VoE feedback into daily operations.

 

Metrics, KPIs and Continuous Improvement

  • Track NPS/CSAT/CES alongside operational KPIs.
  • Link CX improvements to cost-to-serve and retention.
  • Run rapid PDCA cycles on priority pain points.
  • Publish CX scorecards and accountability owners.

 

Communication and Change Leadership

  • Tell the customer story with data and real cases.
  • Equip teams with service recovery playbooks.
  • Motivate behaviour change through recognition and feedback.
  • Embed CX responsibilities in job roles and reviews.

 

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