Customer Experience Design

Are You Ready to Design Exceptional Customer Experiences That Create Lasting Emotional Connections?

In today's competitive market, delivering a great product or service is no longer enough. Customers expect experiences that are seamless, personalised, and memorable. But how do you design experiences that not only meet but exceed customer expectations? 

The truth is, customer experience design is about understanding the entire journey; from first touch to post-purchase and ensuring that every interaction adds value, builds loyalty, and creates positive emotions. If you've ever: 

- Struggled to map out the customer journey and identify pain points. 

- Wanted to enhance your customer touchpoints but didn't know where to start. 

- Felt unsure how to integrate customer feedback into the design process... 

This course is for you.

What You'll Gain

Real Skills, Real Impact

This course is designed to give you the skills and techniques needed to design exceptional customer experiences at every stage of the journey. You'll learn how to empathise with your customers, identify opportunities for improvement, and create experiences that lead to higher satisfaction, loyalty, and advocacy. 

You'll learn how to: 

1. Understand the customer journey and identify key touchpoints and interactions that impact their experience. 
2. Empathise with customers by using tools like customer personas and empathy mapping to understand their needs and desires. 
3. Design seamless, frictionless experiences that are easy, enjoyable, and efficient for customers. 
4. Integrate customer feedback and insights into your design process to continuously improve the experience. 
5. Use design thinking principles to innovate and create customer-centric solutions. 
6. Personalise experiences based on customer preferences and behaviours to increase satisfaction and engagement.
7. Align your team and business objectives with the customer experience to create consistency across touchpoints. 
8. Leverage technology to create more efficient and scalable customer experiences. 
9. Implement service design principles to improve back-end processes and make front-end experiences smoother. 
10. Create a customer experience strategy that supports your brand vision and drives business growth. 
11. Use data and analytics to track customer behaviours and measure the success of your experience designs. 
12. Manage customer expectations through clear communication and effective touchpoint management. 
13. Handle customer complaints and turn negative experiences into opportunities for improvement. 
14. Design for emotional impact, ensuring customers feel valued, respected, and understood. 
15. Foster a customer-centric culture within your team or organisation to continuously enhance the customer experience.

Who Is This Course For?

This course is perfect for: 

- Customer experience professionals who want to enhance their skills and create better experiences. 

- Managers and leaders who are responsible for aligning customer experience strategies with business goals. 

- Marketing and sales teams looking to integrate customer-centric design into their campaigns. 

- Anyone looking to design exceptional experiences that build customer loyalty and drive business success.

Designed to help you actively learn and apply customer experience design principles.

Tailored to your organisation’s needs, goals, and customer base.

What Participants Are Saying

"It has been an explosion of information and learning on the word "negotiation" and relating it back to my work. Beverley is very knowledgeable and is a fantastic facilitator. Her wealth of knowledge and imparting skills have made the two days away from the office worthwhile." 

Contract Negotiation Training

"Penny is an excellent facilitator and educator. I thoroughly enjoyed the course and walked out feeling more confident and knowledgeable"

Stakeholder Management, Facilitating & Presenting

"Fantastic facilitator and great content with a super helpful and easy to follow workbook"

Essential Communication Masterclass Training