Accredited courses
NEBOSH, IOSH, Highfield, PECB and ISO-aligned programmes.
Professional Training, Qualifications & Personnel Certification Services
Customer Experience Management
Develop the skills to redesign a customer journey around evidence of friction. Explore customer journeys, touchpoint ownership and experience evidence through practical casework. Prepare a customer journey improvement roadmap for review and workplace application.
7 specialist capabilitiesPractical training deliveryDefined success criteria
Customer Experience ManagementTraining designed around competence and workplace application
BUILT AROUND YOUR REQUIREMENT
Customer Experience Management with a clear purpose
Each engagement starts with the required outcome, operating context and evidence of success. The result is a focused Customer Experience Management scope with clear responsibilities and handover points.
Expert trainers
Practitioners who apply the subject in industry every day.
Any format
Classroom, live virtual or in-house at your site.
Assessment and certificates
Examinations, assessments and certificates managed for you.
7 SPECIALIST CAPABILITIES
What the service can cover
Select the capabilities that match your Customer Experience Management requirement, operating context and agreed delivery stage.
Duration
4 days / 28 hours
Programme route
Professional development training
Learning outcome
Redesign a customer journey around evidence of friction.
Learning outcome
Apply course methods to a case involving touchpoint ownership and experience evidence.
Learning outcome
Prepare a customer journey improvement roadmap using a relevant work scenario.
Learning outcome
Explain the evidence and limitations behind decisions on experience measures.
Applied output
A customer journey improvement roadmap.
PROGRAMME PROFILE
Learning, assessment and application
Review the proposed route, learning content, audience and assessment considerations before confirming delivery.
Key topics and modules
- Customer journeys
- Touchpoint ownership
- Experience evidence
- Journey redesign
- Experience measures
- Case exercise: applying touchpoint ownership
- Case exercise: decisions and limits in journey redesign
- Evidence review: checking experience measures
- Practical workshop: developing the customer journey improvement roadmap
Who it is for
- Customer experience managers
- Service supervisors
- Communication professionals
- Public relations teams
- Client-facing staff
Relevant industries
Retail, Hospitality, Financial services, Public services, Business services
Workplace value
- Provide teams with a customer journey improvement roadmap to support consistent decisions and clearer handovers.
- Strengthen review of journey redesign and experience measures using the course exercises and documented findings.
- Support performance follow-up through a defined measure: priority pain points resolved.
Assessment and entry considerations
Entry and recognition: The proposed duration covers BEMCON learning delivery. It does not establish an external qualification, personnel certification or operating licence.
Duration basis: Proposed BEMCON taught duration; not an official qualification requirement
HOW WE WORK
From skills need to workplace capability
A defined workflow keeps the work aligned with the approved scope and makes progress, decisions and handover easier to manage.
Scope your requirement- 01
Clarify the requirement
Confirm the purpose, operating context, stakeholders and expected outcome for Customer Experience Management.
- 02
Agree the delivery plan
Define activities, responsibilities, inputs, dependencies, checks and approval points.
- 03
Deliver and coordinate
Complete the specialist work while keeping progress, risks and decisions visible.
- 04
Review and hand over
Confirm the completed scope, record outcomes and agree practical next actions.
WHAT YOU RECEIVE
Competence evidence and next steps
Confirmed scope
Documented objectives, responsibilities, constraints, assumptions and acceptance points.
Specialist work package
Relevant analysis, coordination and technical work for Customer Experience Management.
Clear evidence and records
Findings, decisions, completed checks and limitations recorded for the agreed scope.
Practical next steps
Prioritised actions for implementation, follow-up, improvement or ongoing support.
CONTINUE EXPLORING
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