Designing Customer Journey and Experience
Course Overview
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 90-minute session includes expert insights, live discussions, case studies, and interactive Q&A for immediate application.
Course Outline
Week 1: Foundations of Customer Experience (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 analyze customer journey maps
- Identifying customer pain points and experience gaps
Week 3: Designing a Seamless Customer Experience
- Creating frictionless and engaging experiences across touchpoints
- Personalization 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 & Digital Transformation
- 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: Driving 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: Crisis Management & 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 & Final Case Study
- Emerging trends in CX (AI, predictive analytics, hyper-personalization)
- Leadership in CX: Building a customer-first company culture
- Final case study & course wrap-up
Who Should Attend?
- Product managers, marketers, and customer success professionals
- Entrepreneurs & business leaders optimizing customer experience
- CX strategists and consultants
- Professionals transitioning into customer experience roles
What Makes This Course Unique?
-Actionable insights – No fluff, just real-world strategies
-Customer-first frameworks – Proven methods from successful brands
-Live interactive sessions – Case studies, group discussions & Q&A
-Exclusive community – Network & learn from CX professionals
Program Fee
INR 60,000/-
(EMI options available)
Want to be part of this exclusive learning experience?
only a few will be selected!