Customer Experience Fundamentals for Leaders

Understand the prerequisites for creating a great customer experience


What client questions will it answer?

  • What do I need to know to be able to manage and drive a better customer experience?

  • What tools and techniques should I be using to measure customer experience


Who will benefit from it?

  • Front line managers

  • Front line team leaders

  • Channel managers

  • Contact centre quality managers


What is the format?​

  • Two-day workshop


This two-day training workshop demonstrates innovative ways to understand, create and manage the customer experience in all channels. Attendees will develop a comprehensive understanding of:

  • the ways customer experience can be defined

  • identifying customer touchpoints

  • best practice reporting metrics and measurement tools

  • end-to-end workforce management considerations

  • optimised quality processes to encourage customer-centricity

  • process re-engineering techniques for optimal customer outcomes.

As a result of this course, attendees become change agents to drive customer experience improvements in their organisations.

Want to develop your staff and shift your organisation from good to great CX? Isabella and her team can help you achieve all this and more.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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