3 day Masterclass

Customer Experience Management



London, 9-11 Jul 2018


This three day course in Customer Experience is designed to help you build the skills necessary to communicate and implement an effective customer-centric strategy for your business.

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expand your knowledge

Learn how to lead customer experience using proper metrics and KPIs

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gain strategic advantage

Learn how to plan an intentional, differentiating and unified customer experience for your organisation

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develop new skills

Learn the best practice ways to communicate and measure your customer experience externally

drive meaningful and profitable customer ENGAGEMENT.

This intensive training course will show you how to transition to a customer-centric strategy - from defining a solid promise that speaks to your target audience, to analysing customer insights and data-driven decision making, right through to optimising and future-proofing your customer experience.

The course will also help you develop key leadership traits to build an excellent employee experience as a foundation of a winning customer experience.

In just 3 days you will:

  • Learn about the Service Profit Chain and how customer experience is at the centre of every business
  • See how to build a solid customer experience, including key terminology and processes
  • Discover how to lead customer experience, including proper metrics and their reciprocal relations
  • Understand how to build a solid foundation for a winning and enduring customer experience
  • Learn to crystallise and define a solid promise that speaks to your target audience
  • See how to plan an intentional, differentiating and unified customer experience for your organisation
  • Evaluate the impact of employee experience on delivering customer experience
  • Master best practice to communicate and measure your customer experience externally

Organisations that will benefit:

  • All Forward Thinking Companies

Who will attend:

  • CEO/Managing Director
  • VP/Director CEM
  • VP/Director Marketing
  • VP/Director Customer Operations
  • VP/Director Customer/Technical support
  • Loyalty Managers

Course Agenda

  • Big Picture
  • Speed Networking
  • The Customer experience economy
  • Case Study: Sears Roebuck
  • The foundation of Customer Experience
  • Uncommon practice: The practices that define leading brands
  • Case Study: First
  • Building Customer Experience
  • Leading Customer Experience
  • Case Study: a global organisation (situation, what was done, results)
  • The Customer Experience Audit
  • Customer Experience Surveys
  • Creating the promise platform
  • Case Study: Southwest Airlines
  • Designing Customer Experience
  • Case Study: Lexus
  • Case study: Banyan Tree
  • Designing Customer Experience
  • Case study: Symantec
  • Communicate, Implement & Lead
  • Exercise
  • Case study: Apple
  • Case study: Pret a Manger

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or emma-jane.dinan@terrapinn.com (Asia Pacific)
for more details


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