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Customer Experience (CX)

1 day · 8 hoursClassroom workshopIntermediateEnglishFrom S$420 / pax
Customer Experience (CX) training at Connect Centre
Overview

About this programme

Individual interactions can each be fine while the overall experience still fails, because experience is what accumulates across every touchpoint. This programme steps back from the single call to the whole journey: how to see it, measure it and improve it.

Learners map a real customer journey, work with Voice of Customer inputs, and connect experience metrics such as customer satisfaction to concrete operational decisions.

Learning Outcomes

What you will be able to do

By the end of this programme, learners will be able to:

  1. Map a customer journey end to end, identifying touchpoints, moments of truth and friction points
  2. Interpret Voice of Customer feedback from at least two sources and translate it into a prioritised improvement observation
  3. Explain how customer satisfaction and related experience measures work, and what each can and cannot tell you
  4. Evaluate a service journey against a CX standard and propose one measurable improvement
  5. Present a simple CX improvement case, connecting the customer problem to an operational change and an expected outcome
Course Outline

How the programme is structured

Thinking in Journeys

From single interactions to accumulated experience · touchpoints and moments of truth

Journey Mapping Workshop

Mapping a real journey · finding friction · separating symptoms from causes

Voice of Customer

Feedback sources · reading signal in complaints, surveys and frontline observation

Measuring Experience

Customer satisfaction and experience metrics · honest interpretation · avoiding vanity readings

CX Improvement Case

Group exercise: propose, justify and present one improvement, assessed by presentation

Every programme follows a defined lesson plan with a participant workbook, practical activities and assessment, reviewed internally and approved by management before delivery.

6.5
Instructional hours
1.5
Assessment hours
8
Total course hours
Skills

Skills you will build

  • Customer Experience Management
  • Voice of Customer Analysis
  • Service Innovation Management
Schedule

Course intakes

One intake runs each month. Exact dates are confirmed in writing when you enquire, together with the programme fee and registration terms.

Closed intakeOpen for enquiry
April 2026Intake closedClosed
May 2026Intake closedClosed
June 2026Intake closedClosed
July 2026Intake closedClosed
August 2026Dates to be confirmed · one intake this monthEnquire
September 2026Dates to be confirmed · one intake this monthEnquire
October 2026Dates to be confirmed · one intake this monthEnquire
November 2026Dates to be confirmed · one intake this monthEnquire
December 2026Dates to be confirmed · one intake this monthEnquire
January 2027Dates to be confirmed · one intake this monthEnquire

Not sure this is the right programme for your team?

Tell us your goals and we will recommend the right fit, with a written quotation and no obligation.

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