Achieving Excellence in Customer Experience (CX) Management

  • Learn the skills to manage CX for maximum competitive advantage and build the organizational capacity for delivering sustained CX excellence

    Customer Experience (CX) is the impression your business leaves with customers at every point of contact and across every stage of their relationship with you. A positive experience builds brand loyalty and affinity, and contributes to your bottom line by creating brand advocates who increase in value over time (LTV) and evangelize your products and services to others.

    Managing the customer experience has emerged as a key strategy to gain competitive advantage in today’s hyper-competitive marketplace, especially in the business-to-consumer sector. This customer experience management training course is designed to build organizational capacity to nurture long-term customer relationships by optimizing and aligning interactions to exceed expectations. It will furnish participants with the knowledge, insights and skills required to quickly and effectively formulate, implement and manage a framework of ongoing customer experience excellence.

    Top Take-Aways

    • Understanding why CX is a strategic imperative
    • Understanding the impact of CX on organizational performance
    • Quantifying the ROI for customer experience excellence
    • Cultivating the capacity to go beyond best-practices to next-practices
    • Ensuring the brand experience is consistent with the brand promise
    • Eliminating performance variance across channels, locations, touchpoints
    • Connecting core organizational beliefs to a focus on customers
    • Putting the human being at the centre of design
    • Moving beyond surveys into gaining customer insights
    • Becoming a CX leader and champion

    Who Should Attend

    This customer relationship management training course will benefit managers, directors and VPs who seek to develop the organizational capacity to differentiate their business from the competition through exceptional CX. It is perfect for all areas, including:

    • Retail
    • Operations
    • Human Resources
    • Information Technology
    • Marketing
    • Finance
    • Contact Centres
    • Processing Centres

    Participants will also benefit from:

    • Simulation, case studies and group work based on real world challenges;
    • Real life examples of excellent and not-so-excellent implementations;
    • Learning how to identify and model the application of new technologies;
    • Exercising agile innovation to develop real life next practices
  • Course content details

  • Additional delivery options

    Adapt this program to your organization with these additional delivery options.

  • Program details

    Next sessions
    • February 28, 2022 - March 2, 2022
  • PMI, PMBOK, PMP, and PMI Registered Education Provider logo are registered marks of the Project Management Institute, Inc. The Schulich Executive Education Centre is a PMI Registered Education Provider (R.E.P.), as designated by the Project Management Institute (PMI).

    This program has been approved for CDP hours under Section A of the Continuing Professional Development (CPD) Log of the Human Resource Professionals Association (HRPA). Be sure to note the program ID number on your CPD log. For more information about certification or continuing professional development, visit the HRPA website at