Customer Experience 101
Build a shared foundation in customer experience and understand how every interaction shapes customer perception, loyalty, and business results. Participants explore customer needs, moments of truth, experience principles, and core CX metrics.
Duration
6–12 hours
Level
Beginner
Course Type
Standard Course
WORKSHOP FORMAT
Onsite / Online / Hybrid
Main Business Outcome
Build a shared customer-centric mindset and identify priority opportunities to improve service and experience.
Target Audience
Customer service, marketing, operations, sales, retail, and managers responsible for customer outcomes
Learning Outcomes
- Explain the relationship between experience, satisfaction, and loyalty.
- Identify customer needs, expectations, and moments of truth.
- Recognize pain points across key touchpoints.
- Define practical CX improvements and success metrics.
Skills Learned
Key Topics
- CX fundamentals
- customer empathy
- touchpoint analysis
- moments of truth
- service improvement
- CX measurement
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