Drive continual service improvement and embed a truly customer-centric approach to delivering support within your organisation.

30 October,  Bonhill House, London.

Who is this workshop for?

It is beneficial for managers, team leaders or individuals involved in or responsible for managing the customer experience and driving customer-centric service improvement. It will also be of benefit to anyone considering or undertaking Service Desk Certification (SDC) accreditation.



It teaches delegates ways to: 

  • Explain the strategic importance of the customer experience
  • Identify customer experience management activities
  • Define measurable success criteria
  • Analyse customer types
  • Explain the role and importance of different types of feedback
  • Integrate with business relationship management
  • Ensure a continual improvement focus

Attendees are encouraged to bring their own real-world scenarios for discussion. 

Key Details:

This workshop takes place at etc venues’ Bonhill House in central London.
The day runs from 09:00 – 16:45 with two 15-minute refreshment breaks and a 45-minute lunch break.

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises.

After the workshop delegates will be able to:

  • Define a Customer Experience Management programme
  • Map the Customer Experience Journey
  • Understand Customer Engagement Activities
  • Derive full value from customer feedback

Practical takeaways include:

  • SDC standards for managing the customer experience
  • Document Templates
  • Analysis exercises to aid planning
  • Advice and guidance from an experienced service and support practitioner

Workshop Outline

This interactive one-day workshop we will cover:

The Strategic Impact of the Customer Experience – understand the purpose and objectives of managing the customer experience and the business value it can deliver

Measures of Success – consider critical success factors, targets and KPIs that underpin the strategy

Defining the customer experience – explore customer segmentation and journey mapping to define the experience for different types of customer

Process Integrationunderstand the relationship between the customer experience and service management processes to ensure they are customer-centric

Customer Engagement Methodologies – identify and review the options available for finding out what is really important to your customers

Marketing and Communications – consider marketing opportunities for promoting customer feedback channels and publishing the results

Planning Engagement Activities – define the objectives, roles, responsibilities, and scheduling of activities to ensure they are coordinated and cohesive

Analysing Results – understand how to turn customer feedback into business intelligence in order to identify improvement initiatives

Continual Improvement – integrate results with quality assurance and improvement activities, using ongoing feedback to sustain effort and drive successful business outcomes



Non-members: £555

SDI Members: £499.50


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