Customer Experience
(CX) Analysis
Start designing exceptional customer experiences today.
- Format: In-person, live online, or blended
- Duration: 2 intensive days
- Methodology: • Hands-on exercises and simulations • Real business cases • Journey mapping workshops • Tools and templates ready to use
In a competitive and fast-changing marketplace, customer expectations evolve faster than traditional organizations can respond. Customer Experience (CX) has become a strategic differentiator a driver of loyalty, growth, and brand value.
CX Analysis provides a comprehensive foundation in customer behavior, journey mapping, Voice of the Customer, experience design, and data-driven improvement.
The course equips professionals with the tools and frameworks needed to analyze, design, and elevate end-to-end customer experiences across digital and physical channels.
Participants will learn how to turn every interaction into meaningful value creation building experiences that drive satisfaction, retention, and business performance.
Learning Objectives
By the end of this course, participants will be able to:
- Understand customer motivations, needs, expectations, and behaviors.
- Map customer journeys and identify pain points and improvement opportunities.
- Integrate Customer Experience (CX) and User Experience (UX) frameworks.
- Use Voice of the Customer (VoC) methods to collect and analyze insights.
- Build strong value propositions aligned with customer and organizational goals.
- Define and apply CX performance metrics.
- Embed customer-centric practices into service design and transformation initiatives.
Target Audience
Ideal for professionals involved in service excellence, customer-centric transformation, and digital experience design, including:
• Business Analysts
• Customer Journey Managers
• Business & Service Designers
• UX Researchers and Product Managers
• Customer Care Leaders
• Innovation & Transformation Leaders
Industries Served
Applicable across all customer-facing sectors:
• Banking & Insurance – onboarding, claims, payments, contact center
• Asset Management & Wealth – advisor experience, client journeys
• Manufacturing – service, after-sales, warranty, support
• Luxury & Retail – omnichannel experiences, personalization
• Logistics & Services – delivery, tracking, problem resolution
• Energy, Utilities, Telco – customer operations and support
Certification
Participants will be prepared for the Customer Experience Analysis Certificate, including:
• Exam: 40 multiple-choice questions
• Duration: 60 min (+15 for non-native speakers)
• Passing score: 65%
• Exam type: Closed book
• Competencies: K1–K3 (Bloom’s Taxonomy: remember, understand, apply)
Course Content
- Core CX principles and terminology
- CX vs. UX: differences and integration
- Customer journey mapping and digital touchpoints
- Stages of the CX analysis model
- Aligning CX with strategy and organizational values
- Evaluating experience gaps
- Value Proposition Canvas
- Co-creation of value across touchpoints
- Connecting customer value to business objectives
- Qualitative & quantitative research methods
- VoC tools for understanding needs and pain points
- Turning insights into actionable improvements
- Practical tools for redesigning customer journeys
- UX requirements definition
- Measuring and improving CX performance
- CX metrics, KPIs, and governance
- Overcoming barriers to customer-centricity
- CX as a driver of service excellence and innovation
- No formal prerequisites.
- Suitable for both beginners and experienced professionals.
- Build practical CX skills that drive business impact.
- Strengthen your organization’s ability to anticipate customer needs.
- Improve key performance metrics (NPS, retention, satisfaction).
- Integrate CX with digital transformation and service design.
- Earn a globally recognized certification.
We’re ready
to listen to you.
Our team is at your service — contact us to discover how we can create tangible value for your business together.