Learn to design and manage customer experience strategically, mapping customer journeys, capturing voice-of-customer insight and using CX metrics such as NPS, CSAT and CES to prioritize improvements.
Customer Experience is a management-level course on designing and improving the end-to-end experience customers have with an organization, across every channel and department. It treats CX as a strategic discipline rather than a frontline behavior. Participants learn to define a CX vision, create customer personas, map current-state customer journeys and identify pain points and moments that matter. The course explains how to build a voice-of-customer program, interpret metrics such as Net Promoter Score, Customer Satisfaction and Customer Effort Score, and link experience improvements to retention and revenue.
The course also covers CX governance: securing leadership support, engaging departments whose processes shape the experience, prioritizing improvement projects and embedding a customer-centric culture. Participants map a real or case customer journey and develop an improvement roadmap. Customer Experience is delivered as a public course in Doha, live online, or as an in-house program for organizations launching or maturing a CX function.
By the end of this course, participants will be able to:
Explain customer experience as a strategic, cross-functional discipline
Define a customer experience vision aligned with brand and strategy
Develop customer personas and map end-to-end customer journeys
Design a voice-of-customer program using surveys, feedback and operational data
Interpret NPS, CSAT and CES and connect them to business outcomes
Prioritize CX improvements and build an implementation roadmap
Establish governance to embed customer-centricity across departments
This course is for professionals who shape customer experience strategy or lead improvement initiatives.
Customer experience managers and CX analysts
Customer service and contact center managers
Marketing and brand managers
Operations and process improvement managers
Digital product and service design professionals
Senior leaders sponsoring customer-centric initiatives
Customer experience versus customer service
The business case for customer experience
Defining a CX vision and guiding principles
Assessing CX maturity in your organization
Building evidence-based customer personas
Customer needs, expectations and emotional drivers
Qualitative research: interviews, observation, mystery shopping
Segmenting customers by value and needs
Current-state journey mapping across channels
Identifying touchpoints, pain points and moments of truth
Service blueprints linking frontstage and backstage processes
Designing improved future-state journeys
Voice-of-customer program design
NPS, CSAT and CES: uses and limitations
Closing the feedback loop with customers
Linking CX metrics to retention and revenue
Prioritizing CX improvement projects
Cross-functional ownership and CX governance structures
Engaging employees in customer-centric culture
Building a CX roadmap and communicating progress
Customer expectations in Qatar are high across banking, telecommunications, retail, hospitality, healthcare and government services, many of which are moving rapidly to digital channels. Organizations that design consistent, effortless experiences earn loyalty in competitive markets and build public trust in services. Customer experience management supports Qatar's ambitions as a tourism and services destination and the high-quality public services envisaged in Qatar National Vision 2030.
Join a scheduled class at our training center in Doha or attend live online. For organizations, the course can run as an in-house program at your premises or online, tailored to your sector, case studies and timetable.
It is a management course on designing and improving the end-to-end customer experience. It covers CX strategy, personas, journey mapping, service blueprints, voice-of-customer programs, NPS, CSAT and CES metrics, and the governance needed to embed customer-centricity across departments.
CX managers and analysts, customer service and contact center managers, marketing, operations and digital professionals, and senior leaders who sponsor customer-centric change or are setting up a customer experience function.
Customer service courses focus on how frontline staff interact with customers. This course takes an organizational view, examining how processes, channels, policies and departments together create the experience, and how to measure and redesign it strategically.
Yes. Customer Experience can be delivered at your premises or online and tailored to your sector, your customer journeys and data, and your schedule, including a journey-mapping workshop on your own services. Contact Leaders Training Center to plan it.
Tell us a little about yourself and an advisor will contact you about batch timings, fees and eligibility. No obligation.
Sat–Thu: 09:00–22:00Fri: 08:00–22:00
Develop the frontline behaviors that make customers feel valued: building rapport, anticipating needs, going beyond expectations and turning complaints into opportunities to win loyalty.
Learn to define measurable service standards, apply service quality models such as SERVQUAL, measure customer satisfaction and use complaint data to drive continuous service improvement.
Learn how to build a service culture across an organization, serving internal and external customers consistently, so every department, not only the front line, contributes to excellent service.
Learn how to plan, launch and run an online store, covering business models, platforms, payments, fulfilment, conversion optimization and the operational KPIs that make e-commerce profitable.
