Objectives
- Explain the core principles, terminology and governing standards of Customer Experience Excellence
- Apply proven methods and tools for Customer Experience Excellence to real workplace situations
- Analyse performance data to find risks, gaps and improvement opportunities
- Compare your practice with international benchmarks and regional case studies
- Build a practical action plan to apply Customer Experience Excellence in your organisation
Who should attend
Quality managers, auditors, excellence and continuous improvement teams.
Course outline — 5 days
- Day 1Principles, terminology and governing standardsCustomer Experience Excellence
- Day 2Methods, tools and calculationsCustomer Experience Excellence
- Day 3Operation, inspection and performanceCustomer Experience Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Experience Excellence
- Day 5Best practice, assessment and action planCustomer Experience Excellence
10-day outline
- Day 1Principles, terminology and governing standardsCustomer Experience Excellence
- Day 2Methods, tools and calculationsCustomer Experience Excellence
- Day 3Operation, inspection and performanceCustomer Experience Excellence
- Day 4Risk, troubleshooting and case studiesCustomer Experience Excellence
- Day 5Best practice review and mid-course assessmentCustomer Experience Excellence
- Day 6Advanced analysis techniquesCustomer Experience Excellence
- Day 7Digital tools, data and softwareCustomer Experience Excellence
- Day 8Practical labs and simulationsCustomer Experience Excellence
- Day 9Regional benchmarks and lessons learnedCustomer Experience Excellence
- Day 10Capstone project and final assessmentCustomer Experience Excellence
Upcoming sessions 2027–2030
| City | Dates | Duration |
|---|---|---|
| Lagos | 28 Jun 2027 – 2 Jul 2027 | 5 days |
No public session is listed yet. We can run this course in any city on your dates, online, or at your company.