Omni‑Channel Customer Experience
Corporate Training Courses Company

Omni‑Channel Customer Experience

Course schedule

Classroom Training:
DateVenueDurationPrice
27 Apr - 1 May 2026London5 days£4,495
13 - 17 Jul 2026London5 days£4,495
28 Sep - 2 Oct 2026London5 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

This course enables delegates to design, implement, and manage omni-channel customer experiences that ensure seamless engagement across touchpoints. It emphasises integration, consistency, and customer-centric design, helping professionals improve satisfaction and loyalty. Participants will gain skills in negotiation frameworks, closing techniques, and aligning communication across multiple channels to meet evolving customer expectations and deliver business value.

Who Should Attend

Professionals responsible for customer engagement strategies. Past delegates have included:

  • Customer Experience Managers
  • Service Delivery Leaders
  • Commercial Engagement Officers
  • Operations Managers
  • Retail Strategy Advisors

Course Outcomes

  • Develop omni-channel strategies for customer engagement.
  • Ensure consistency across communication channels.
  • Apply negotiation frameworks for improved outcomes.
  • Strengthen customer loyalty and satisfaction.
  • Manage complex customer interactions.
  • Deliver measurable value through customer experience.

Course Topics

Communicating with Impact

  • Enhancing customer interactions across channels.
  • Maintaining brand voice in communication.
  • Improving responsiveness to clients.
  • Engaging diverse audiences effectively.

Understanding Buyer Psychology

  • Exploring customer expectations across touchpoints.
  • Adapting communication to different channels.
  • Identifying pain points and motivations.
  • Designing experiences aligned to behaviour.

Strategic Goal Setting and Performance Tracking

  • Creating KPIs for customer experience.
  • Tracking engagement across platforms.
  • Evaluating satisfaction and loyalty.
  • Refining strategies based on data.

Negotiation Frameworks

  • Designing frameworks for customer-facing negotiations.
  • Ensuring transparency in discussions.
  • Balancing client and organisational needs.
  • Managing conflict resolution effectively.

Closing Techniques

  • Applying proven closing strategies.
  • Strengthening trust during final stages.
  • Driving successful outcomes in deals.
  • Maintaining relationships post-sale.

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