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.

Back to Courses

$1,400

Registration Fee

Venue Kuwait Customer Excellence Centre

Address Kuwait City, Kuwait

View on Map Download Brochure

Limited to 20 participants.

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