ISM Endorsed Customer Experience (CX) and Brand Activation Professional

For a great customer experience, every interaction at every customer touchpoint, such as a website visit, a phone call, or a product purchase, must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. Every single interaction between an organization and its customers fosters an emotion. Whether that emotion is deep frustration or sheer delight is mainly up to you and how thoughtfully you design, plan, and execute the customer experience. This course provides all the practical knowledge you need to create a customer-centric culture and a workable customer experience framework for your organization. You will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX program. By the end of the course, you will feel prepared and ready to implement what you have learned in your organization. PrerequisitesNone — open to managers at all levels

5 Days

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Course Methodology

The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program.

Course Objectives

By the end of the course, participants will be able to:

Explain the fundamentals of customer experience, its importance, key pillars, and essential terminology to build a solid CX foundation
Conduct effective customer research, develop customer and employee personas, and align customer strategies with product and brand propositions
Map and analyze customer journeys, identify key touchpoints, and apply emotion mapping to enhance customer interactions
Measure CX performance, create actionable insights, and develop sustainable improvement strategies using CX dashboards and tools
Design engaging brand activation programs that align with CX strategies and measure their impact on customer engagement and brand perception

Target Audience

The course will benefit a wide range of professionals in customer service, marketing, PR, communications, sales, and operations. It addresses professionals wishing to understand the importance and role of customer experience, design and implement CX programs, build their competencies in marketing and sales, and develop their skills in such disciplines.

Target Competencies

Customer service
Service effectiveness measurement
CX strategies
Journey mapping
Creating customer and employee personas
CX metrics and tracking
Customer-centric sustainability

Course Outline

Customer Experience: An Introduction
- Definition of Customer Experience
- Facts about Customer Experience
- Reasons why Customer Experience is vital
- Customer Experience vs Customer Service
- The six pillars of Customer Experience
- A suggested CX framework
- Some CX terminologies
Customer Research, Analysis, and Strategy
- Customer research
  - The customer research process
  - Questionnaire design
- Customer analysis
  - Customer segmentation
  - RFM surveys
- Customer strategy
  - Examples of a customer strategy
  - Crafting a Customer Persona
  - The role of empathy in customer strategy
Creating a Customer Journey Map
- Definition of a customer journey map
- The benefits of doing customer journey mapping
- The process of customer journey mapping
- Stages of the customer journey
- Questions asked when mapping a customer journey
- Examples of customer journeys
- Creating a journey map
Measuring and Sustaining CX
- Measuring your CX program’s performance
  - Different types of measurements
  - Turning your measurement into action
  - Developing a CX dashboard tool
- Sustaining customer experience
- Customer experience improvement methods
Brand Activation and CX
- Definition of brand activation
- Importance of brand activation
- Creating an engaging brand activation program
- Metrics for brand activation campaigns
- Types of brand activation
- Actual examples of brand activation

2026 Schedule & Fees

Course Fees Starting From

USD 0

Location & Date

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