This course provides a comprehensive orientation into the world of customer experience management. Participants will:

• Understand the definitions and concepts of customer experience.

• Differentiate between internal and external customers, and appreciate their importance.

• Examine why excellent customer experience is critical to customers, organizations, and professionals.

• Identify common causes of customer dissatisfaction and their implications for business performance.

• Explore organizational, cultural, and technological barriers to excellent customer service delivery.

• Learn the roles, responsibilities, skills, and competencies required of Customer Experience Professionals.

By the end of the course, you will appreciate customer experience not only as an organizational function but also as a professional life skill that enhances relationships, builds networks, and creates opportunities for growth.