Customer Experience Management Workshop

Customer Experience Management Workshop

Area & Regional Managers Workshops Managers Workshops Owners & C-Level Executives Workshops Senior Managers Workshops Service & Experience Management Workshops Upcoming Programs

Customer Experience Management Workshop



  • Classroom – October 19, 2021
  • Virtual (ZOOM) – October 20, 2021



Customer Experience Management Workshop is designed as a guiding tool for professionals and managers looking to convert their customers into the most valuable asset of the company. This workshop provides insight into key concepts of customer experience management and related aspects.

‘Customer is king’ is a well-acknowledged business saying that gives ultimate prominence to customer satisfaction and customer experience. A business might be producing the best products among its peers, providing the most efficient service yet it will struggle to survive and grow if it does not have a solid customer base. Positioning your organization as a customer-driven organization in the mind of their customers elevates loyalty in customers that ultimately result in repeat business and positive word of mouth.

This process of keeping customers at the focal point of business, managing customer dealings and delivering them personalized relevant experience is termed as customer experience management.

This workshop provides best practices strategies and tactics that would build up customer satisfaction and ensure retention of customers by offering them remarkable experience and thus creating a positive impression of the organization, and extract the long-term benefits of customer retention through increased revenue and goodwill.

Participants in this workshop shall be able to appreciate the relevance of customer experience, gain an understanding of how personalized experience drives customers’ loyalty, and result in customer retention. The course aims to highlight various tactics, communication skills, practices and strategies fruitful in cultivating the best customer experience. The course will ultimately lead the participants towards procuring maximum value from customers.



At the end of the workshop, participants will be able to:

  • Understand core concepts of customer experience management and its practicality in the business arena
  • Understand the relevance of customer satisfaction and customer loyalty in the survival and growth of business
  • Gain a competitive advantage in the market through the differentiated experience of customers
  • Increase retention of customers hence resulting in repeat business
  • Gain knowledge of best techniques and practices most suited for framing personalized experience for customers
  • Connect customers emotionally to the organization
  • Boost sales and thereby increasing growth of the business
  • Reducing cost related to customer acquisition through increased customer retention
  • Developing a dynamic skill set that will greatly promote better dealing with customers through better understanding of customer needs
  • Identifying and applying best practices used in reinforcing positive customer experience



This Customer Experience Management Workshop is best suited for:

  • Senior Marketing Managers/Marketing Heads
  • Customer Relationship Managers/Relationship Managers
  • Sales Professionals, Salesperson
  • Sales Analysts
  • Start-up Founders, Entrepreneurs


Customer Experience Management Workshop is a retail business management certification course. As such, participants will be issued certificates at the end of the workshop.



  • Classroom – N55,000
  • Online (ZOOM) – N40,000



Register your nominees and pay online HERE


Send all nominations to



Leading A High-Performance Sales Team Workshop




Understanding Basics of Customer Experience Management (CEM)

  • The evolving role of customers
  • What customer experience management is
  • The framework of Customer Experience Management(CEM)
  • Customer experience management vs. customer relationship management
  • Customer satisfaction, ACSI model

Customer Experience

  • Constructs of customer experience: cognitive, affective, behavioural
  • Types of customer experience
  • Customer experience index
  • Customer experience and customer centricity
  • Designing customer experience

Customer Journey Mapping

  • Creation of journey maps
  • Identifying multiple touchpoints
  • Identifying KPIs

Customer Experience Strategy

  • Understanding your customers
  • Developing customer vision
  • Developing customer feedback channels
  • Developing emotional connection with customers
  • Customer experience vs customer service
  • Use of analytics: Net promoter score

Challenges in Customer Experience

  • Dynamic and demanding customers
  • Globalization and increased competition
  • Customer experience as a differentiator

Use of Communication Channels and Social Networks in Experience Building

  • Use of social media marketing
  • Virtual customer environment



Dealing With Difficult Customers Workshop



  • Classroom – October 19, 2021
  • Virtual (ZOOM) – October 20, 2021



  • Classroom – 10:00am – 4:00pm
  • Virtual (ZOOM) – 10:00am-1:00pm



  • Classroom – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos
  • Virtual – Zoom Link will be sent to paid participants only



  • Classroom – N55,000
  • Virtual – N40,000



Register your nominees and pay online here



Send all nominations to and make payments to:

  • Bank: FCMB
  • Account Name: Bervidson Consulting Limited
  • Account No: 3432812015


Building A Winning Service Culture Workshop


For more information, call or email us today.

3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria
+234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444 ,



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