Customer Service, Sales & Marketing
Customer Experience (CX) Mastery
Design and deliver outstanding customer experiences. Participants map customer journeys and moments of truth, build a customer-centric culture, measure CSAT, NPS and CES, improve experience, retention and loyalty, handle complaints and design omnichannel and digital CX.
At a glance
Catalog codeO03
Duration
- 5 days
LevelAdvanced
Program typeProfessional Course
LanguageEnglish / Arabic
DeliveryIn-house · Public · Online
Who it's for
- Customer service & CX staff and supervisors
- Marketing, sales & product teams
- Managers responsible for service quality
Learning objectives
- Understand customers and identify their needs
- Map journeys, moments of truth and pain points
- Build a customer-centric culture
- Measure satisfaction (CSAT, NPS, CES) and analyse feedback
- Handle complaints and difficult customers positively
- Design omnichannel experiences and drive continuous improvement
Detailed content
- CX and business success
- Key concepts & terminology
- Evolution & trends
- Expectations & perceptions
- Capturing insights (VOC)
- Analysing feedback & data
- Journey mapping across touchpoints
- Moments of truth & pain points
- Seamless, personalised experiences
- Customer-centric organisation
- Aligning & empowering employees
- CX KPIs: CSAT, NPS, CES
- Surveys & sentiment analysis
- Root cause analysis
- Process & service improvement
- Technology for CX
- Loyalty & advocacy
- Retention strategies
- Complaint resolution
- Difficult customers
- Service recovery
- Seamless cross-channel design
- Integrating digital & physical touchpoints
- CX improvement plan
- Presentation & assessment
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- 1. Introduction to CX
- 2. Understanding Customer Needs
- 3. Designing Customer Journeys
- 4. Customer-Centric Culture
- 5. Measuring Satisfaction
- 6. CX Improvement Strategies
- 7. Retention & Loyalty
- 8. Complaints & Difficult Situations
- 9. Omnichannel & Digital CX
- 10. Continuous Improvement & Innovation
- 11. Case Studies & Best Practices
- 12. Final Project & Assessment
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Build a strategy map and balanced scorecard for your unit
- Write KPI definition cards with targets and owners
- Self-assessment against an excellence model
- Customer-journey mapping of one service with pain points
Tools and templates you keep
- Strategy map and BSC template
- KPI dictionary / definition card
- X-matrix (Hoshin Kanri) template
- Customer-journey map template
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- Kaplan & Norton Balanced Scorecard
- EFQM Model 2025; Baldrige Excellence Framework
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Part of these career paths
- Customer Experience & Sales · Expert
FAQ
Frequently asked questions
How long is Customer Experience (CX) Mastery?
The program runs 5 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Call Center Management: COPC Standards & Customer Experience3 days
- Communication Skills & Complaint Handling5 days
- Customer Service Excellence2–3 days
- Government Call Center Development Tracks (Arabic): Track 1 Leadership & Supervision; Track 2 Back-Office Skills –3 days
- World-Class Customer Service2 days
- Effective Selling Skills3 days
- Key Account Management5 days
- Public Relations1 day
- The Art of Marketing & Consumer Behavior3 days
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.