Marketing, Sales & Customer Experience
Training Program
In-Person
Open
Customer Experience and Satisfaction Measurement
Design effective customer journeys, measure satisfaction and loyalty, and improve touchpoints across all channels.
Kuwait City, Kuwait
3 days
21 hrs
Kuwait City, Kuwait
ar
/ 20 seats
Overview
Companies that lead in customer experience outperform laggards by 80% in revenue growth (Forrester). Yet only 33% of organisations systematically measure customer experience. This programme teaches CX professionals how to design, measure, and improve customer experiences. Covering customer journey mapping, CX strategy development, voice of customer (VoC) programmes, NPS (Net Promoter Score), CSAT and CES measurement, touchpoint analysis and optimisation, customer feedback systems, service design thinking, and CX ROI measurement. Participants build a customer journey map and CX measurement framework for their organisation.
Course Objectives
- Create detailed customer journey maps across all touchpoints.
- Develop a CX strategy aligned with business objectives.
- Implement Voice of Customer (VoC) programmes.
- Measure satisfaction with NPS, CSAT, and CES methodologies.
- Analyse and optimise customer touchpoints.
- Calculate CX ROI and present to leadership.
Requirements
- No specific background required. Suitable for customer-facing and quality professionals.
Why This Course?
CX Leaders Grow 80% Faster. Become One.
Forrester reports CX leaders outperform laggards by 80% in revenue growth. Yet only 33% of organisations measure CX systematically. This programme gives you the tools to map journeys, measure satisfaction, and optimise every touchpoint — turning customer experience into a competitive advantage.
Course Value
Journey Mapping
Create detailed customer journey maps that reveal pain points, emotions, and opportunities across every touchpoint.
Voice of Customer
Implement VoC programmes that systematically capture, analyse, and act on customer feedback.
NPS & CSAT
Measure satisfaction with NPS, CSAT, and CES — the three metrics that correlate with loyalty and growth.
Touchpoint Optimisation
Identify and fix high-friction touchpoints to reduce churn and increase customer satisfaction and lifetime value.
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