An integrated approach to designing customer-centred services, analysing customer journeys, and innovating touchpoints to strengthen value, experience, and organisational differentiation.
Duration: 5 Days
Level: Advanced
As customer expectations continue to rise and products and services become increasingly comparable, experience quality has emerged as a major source of organisational differentiation. Service improvement therefore requires more than internal process optimisation; it demands a structured understanding of customer needs, behaviours, expectations, and interactions throughout the relationship lifecycle.
This course examines service design and customer journey innovation from a strategic perspective, covering customer insight, journey analysis, touchpoint management, service redesign, and experience measurement. It strengthens participants’ ability to align customer expectations with operational processes and organisational value creation.