Learn how to design, implement, measure, and manage a brand driven customer experience
Customer Experience Design


This training has been designed for professionals who want to deliver unique customer experiences that will increase customer loyalty, thereby increasing growth and profitability.

The practical tools and exercises in the training will improve your ability to design a personalised experience for different types of customers using standard elements. You will be taught to implement and manage these experiences in an agile way.

Objectives of the training

After this training, participants will understand:

  • Why designing customer experiences will help your company differentiate itself from the competition
  • How to identify your company’s unique brand values
  • What a customer journey and a customer touch point are
  • How to acquire and use customer insight
  • How to design the customer experience for each customer touch point and insert your brand values at each touch point as well
  • How to combine customer touch points in a customer journey
  • How to implement customer journeys for each type of customer in an agile way
  • How to continuously monitor and optimise implemented customer journeys

Training outline

The training consists of four modules:

  • Module 1: What is a customer experience and why is it important
    • What a brand driven service strategy is
    • How to identify your company’s brand values
    • What customer experience is and how it contributes to loading the brand values
    • Creating companywide commitment to design and implement customer experiences
  • Module 2: Gathering customer insight
    • What customer insight is
    • Obtain customer insight
    • Analyse customer insight
  • Module 3: Customer Experience Design & Implementation
    • Design, implement and manage the customer experience
    • Using digital channels in customer experience design
    • Preparing a customer experience design implementation strategy
  • Module 4: Monitor and optimise the customer journeys
    • Set up a customer experience monitoring capability
    • Define the process to analyse results and identify improvement opportunities
    • Define a process to quickly implement improvement opportunities

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 1,950

Online Coach-led: € 2,950

In-house: On-request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: all professionals that are responsible for designing customer experience journeys for service

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