Customer Experience Design and Improvement

The Customer Experience (CX) Design and Improvement course is a 2-day interactive training program that empowers participants to design, measure, and elevate customer experiences across all service channels.

Customer Experience Design and Improvement

Level

Mid Level

Duration

2 Days

Request a Call
Check our Public Schedule

Grounded in human-centered design principles, service innovation, and global CX frameworks, this course equips professionals with the tools to map journeys, identify pain points, and deliver experiences that delight customers and strengthen brand loyalty.
Whether you’re working in the public or private sector, this course will transform how your organization understands and serves its customers.

WHAT ARE THE BENEFITS

Participants will gain practical skills to design meaningful customer experiences and drive service improvement. This course bridges the gap between customer expectations and organizational performance by focusing on insight-driven design, empathy, and continuous enhancement.
You’ll leave with proven methods to align internal processes with customer needs, boost satisfaction, and increase loyalty across physical, digital, and hybrid service environments.

EXAMINATION AND CERTIFICATION

Participants who successfully complete the course will receive an official Certificate of Attendance issued by PDCA Learning, recognizing their commitment to professional development in customer experience strategy and service innovation.

WHO SHOULD ATTEND?

This course is ideal for:

  • – Customer experience and service design professionals
  • – Government and private sector service center staff
  • – Quality, innovation, and customer happiness teams
  • – Marketing and digital engagement specialists
  • – Product, process, and UX designers
  • – Anyone responsible for designing or improving customer-facing services

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

  • – Understand key concepts and principles of customer experience
  • – Map and analyze end-to-end customer journeys
  • – Identify experience gaps and root causes of dissatisfaction
  • – Apply design thinking and service design tools to improve CX
  • – Measure experience impact through metrics like NPS and CSAT
  • – Foster a customer-first culture across the organization

Day 1 – Foundations of CX Design

  • – What is Customer Experience? Key concepts and models
  • – Customer expectations, emotions, and loyalty drivers
  • – Journey mapping: tools and techniques
  • – Personas, touchpoints, and service blueprints
  • – Identifying friction and moments of truth
  • – Workshop: Mapping your current customer journey

 

Day 2 – CX Improvement and Innovation

  • – Design thinking for CX enhancement
  • – Prioritizing improvements using data and voice of customer (VoC)
  • – Redesigning service processes and channels
  • – Measuring and managing CX: KPIs and feedback systems
  • – Internal alignment and cross-functional CX delivery
  • – Final workshop: Designing your CX improvement action plan
Contact Us

Let’s build the future of your organization—together.

Reach out to discover how we can help you achieve sustainable success in your operations.

Get in Touch