Sales and MarketingCustomer Experience Design and Measurement
Customers experience an organisation as one relationship and are served by departments that each optimise their own part, which is why the worst moments happen in the gaps between them. This course covers designing across those gaps. Delegates work through journey mapping from the customer's point of view rather than the process diagram, identifying the moments that disproportionately shape perception, and the pain points created by internal structure. Measurement is covered properly: satisfaction, effort and advocacy measures, what each is useful for, and the sampling and interpretation that keeps a score meaningful. Closing the loop with individual customers follows. Governance and ownership of a journey that crosses departments are addressed. The course closes on prioritising improvements and proving their commercial effect.
Course objectives
- Map a journey from the customer's point of view
- Identify the moments that disproportionately shape perception
- Locate pain points created by internal structure
- Select satisfaction, effort and advocacy measures appropriately
- Sample and interpret scores so they stay meaningful
- Close the loop with individual customers who reported a problem
- Assign ownership across departments and prove commercial effect
Who should attend
- Customer experience and insight staff
- Service and operations managers
- Marketing and digital personnel
- Process improvement teams
- Executives accountable for customer outcomes
Course outline
- 01One relationship, many departments
- 02Journey mapping from the customer's view
- 03Moments that shape perception
- 04Pain points created by structure
- 05Satisfaction, effort and advocacy measures
- 06Sampling and keeping a score meaningful
- 07Closing the loop with customers
- 08Cross department ownership and commercial proof
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 28 to 30 October 2026 | Online | Online | R6,500 per delegate | Register Now |
| 14 to 16 December 2026 | Mbabane, Eswatini | Classroom | R14,950 per delegate | Register Now |
| 3 to 5 February 2027 | Cape Town, South Africa | Classroom | R14,950 per delegate | Register Now |
| 17 to 19 March 2027 | Lusaka, Zambia | Classroom | USD 995 per delegate | Register Now |