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Leading Excellence in Customer Experience (CMI Level 7)

Duration – 3-days held at multiple venues across the UK and with flexible delivery options.

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Overview Agenda Tutors Audience Qualifications
Session 1
  • Vision, Mission and Strategy
  • Mapping the External Context and Competitive Environment
  • Customer Journey
  • Identifying customer needs, competitive analysis, and benchmarking
Session 2
  • Internal Strengths and Weaknesses
  • Leadership & Emotional Intelligence
  • Building an Effective People Strategy
  • Recruitment & Development of Teams
Session 3
  • Developing Processes for an Excellent Customer Experience
  • Measures for success
  • KPIs & Balance Scorecard
  • Systems to Communicate Customer Insights

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