This program is designed to help professionals master customer journey mapping, optimize customer experience, and drive customer-centric business growth. Whether you're in product management, marketing, customer success, or leadership, this course equips you with actionable frameworks, strategies, and real-world insights to create seamless, high-impact customer experiences.
Each 150-minute session blends advanced concepts, live discussions, hands-on case studies, and interactive Q&A to ensure immediate application of learnings.
Course Overview
Week 1
Foundations of
CX
What is CX, and why does it matter?
The impact of CX on business growth and customer loyalty
Understanding customer expectations and perceptions
Week 2
Mapping the Customer Journey
Key stages of a customer journey (awareness, consideration, purchase, retention, advocacy)
How to create and analyse customer journey maps
Identifying customer pain points and experience gaps
Week 3
Designing Seamless CX
Creating frictionless and engaging experiences across touch-points
Personalisation and human-centered design in CX
Case studies: How top brands design winning experiences
Week 4
Data, Analytics & Customer Insights
Leveraging customer data for decision-making
Behavioral analytics, NPS, CSAT, and other CX metrics
How to use feedback loops to improve customer experience
Week 5
Omnichannel Experience
Ensuring consistency across online and offline channels
The role of AI, automation, and chatbots in CX
Best practices for building an integrated omnichannel strategy
Week 6
Customer Loyalty & Retention
Strategies to improve customer engagement and loyalty
The psychology behind customer satisfaction and brand advocacy
Designing effective loyalty programs and retention campaigns
Week 7
Handling Negative Experiences
Strategies to recover from bad customer experiences
Conflict resolution and reputation management
Turning unhappy customers into brand advocates
Week 8
Future of
CX
Emerging trends in CX (AI, predictive analytics, hyper-personalization)
Leadership in CX: Building a customer-first company culture
Final case study & course wrap-up
Linish Theodore is an accomplished business strategy professional and a recognized leader in customer experience, celebrated for crafting innovative, customer-centric strategies. He excels at translating complex ideas into simple, actionable insights, engaging and inspiring diverse audiences, from executives to operational teams. Linish’s impactful leadership earned him the prestigious title of “CX Leader of the Year” in 2024. Known for his exceptional communication and leadership skills, he stands out as a leading voice in customer experience, consistently creating meaningful and lasting impact.
About Linish Theodore
Who should attend?
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Product managers, marketers, and customer success professionals-
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Entrepreneurs & business leaders optimizing customer experience
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CX strategists and consultants
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Professionals transitioning into customer experience roles
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Actionable insights – No fluff, just real-world strategies
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Customer-first frameworks – that you can adapt to suit problems you are solving
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Live interactive sessions – Case studies, group discussions & Q&A
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Exclusive community – Network & learn from CX professionals
What makes this course unique?
Program Fee
INR 60,000/- only
Scholarship and EMI options available
Enrolment into the program is based on acceptance only
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