Customer Experience (CX) and Brand Activation Professional

Why Attend

For a great customer experience, every interaction at every customer touch-point must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. In fact, every single interaction that occurs between an organization and its customers fosters an emotion of some kind. Whether that emotion is deep frustration or sheer delight is largely up to you and how thoughtfully you design, plan, and execute the customer experience.

This course provides you with all you need to know about creating a customer centric culture and coming up with a workable customer experience framework for your organization. Narrowing down on the topic, you will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX programs.

Overview

Course Outline

Schedule & Fees

Course Methodology

The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program.

Course Objectives

By the end of the course, participants will be able to:

Define the scope of customer service and measure its effectiveness to ensure repeat customer and corporate growth
Understand customer experience management to adapt to changing consumer expectations and create an awesome customer experience program
Define customer experience strategies and use empathy to create desirable products/services and great customer interactions
Measure customer experience performance to analyze problems and come up with recovery strategies and take corrective actions
Improve customer experience practices to continuously meet service challenges and instill a customer centric culture

Target Audience

The course will be of interest to a wide range of customer service, marketing, PR, communications, sales and operations professionals. It addresses professionals wishing to understand the importance and role of customer experience and to design and implement CX programs and build their competencies in marketing and sales and to develop their skills in such disciplines.

Target Competencies

Customer service
Service effectiveness measurement
CX strategies
Journey mapping
Creating customer and employee personas
CX metrics and tracking
Customer-centric sustainability

Customer service effectiveness

Customer service definitions
Understanding the customer’s problem
The current customer mindset
Top 10 reasons hindering CX improvement
The effect of improving CX
The secret sauce for CX effectiveness
Building an uplift service culture
Measuring customer service effectiveness

Fundamentals of customer experience

Steps to creating a great CX program
Identifying CX killers
Adapting to changing consumer expectations
Diagnosing your company’s CX problems
Core elements of a great CX
The role of empathy in CX
The brand proposition and CX

Deploying your CX Plan

Customer strategy definition
Creating a customer persona
Identifying employee personas
Business process versus customer journey
Mapping the customer journey
Understanding what constitutes a touch point
Creating a journey map
Foundations of experience design
Emotion-mapping your touch points
Digital customer experience
Auditing your website
Auditing your digital marketing initiatives
Setting digital metrics for improvement
Setting standards for the digital shopper experience
Examples of CX digitization

Measuring and sustaining CX

Measuring your CX program’s performance

Different types of measurements
Turning your measurement into action
Developing a CX dashboard tool

Sustaining customer experience
Customer experience improvement methods

Brand activation and CX

Definition of brand activation
Importance of brand activation
Activation versus experiential marketing
Creating and engaging brand activation program
Metrics for brand activation campaigns
Types of brand activation
Brand activation real examples

$2100

Mombasa

Country: Kenya

Duration: One week

Date: 22–26 Sep 2025

$1995

Arusha

Customer Experience (CX) and Brand Activation Professional

Overview

Course Outline

Schedule & Fees

Course Methodology

Course Objectives

Target Audience

Target Competencies

Customer service effectiveness

Fundamentals of customer experience

Deploying your CX Plan

Measuring and sustaining CX

Brand activation and CX

$2100

Country: Kenya

Duration: One week

Date: 22–26 Sep 2025

$1995

Country: Tanzania

Duration: One week

Date: 22–26 Jun 2026