Service Excellence
Human Performance Excellence
Service Excellence Suite
Customer Experience & Journey
Understand customer personas, connect touchpoints and improve experiences across the customer journey.
Programme overview
Customer Experience & Journey
Design Experiences That Customers Will Remember
Customer experience is shaped by how effectively touchpoints connect across the journey. This two-day programme supports participants to understand the unique needs of different customer personas, appreciate their role in the customer journey and recognise the linkages between each stage.
Participants will translate these insights into practical actions that improve service experience. Ideal for client service professionals, customer service representatives, account representatives and managers, retail professionals and service consultants.
Duration: 2 Days
Learning Outcomes
- Appreciate their role and contribution in the customer journey
- Recognise the linkages between customer touchpoints
- Develop actions to address unique needs in each customer persona
- Think creatively about improving the customer experience at every touchpoint
View Programme Calendar here.
Continue the journey
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