← Training Programs
Customer Experience Excellence
Service design and quality systems for customer-facing organisations.
- Duration
- 8 Weeks
- Award
- Certification
- Fee
- USD 3,100
- Next intake
- Dec 2026
Overview
Combines service design method with quality management so that customer promises are backed by operating capability.
Format: Live online with a one-day service lab
Curriculum
Weeks 1–2
Journey Diagnostics
Mapping, moments of truth and effort measurement.
Weeks 3–5
Service Design
Blueprinting, standards and frontline enablement.
Weeks 6–8
Measurement & Return
Feedback loops and commercial modelling.
What you will be able to do
- Map end-to-end journeys and locate value leakage
- Set service standards that operations can actually hold
- Build a voice-of-customer system that drives action
- Quantify the commercial return of experience investment