Introduction:

Customer Experience Strategy and Service Excellence function as strategic disciplines through which organizations govern customer perception, trust, and long-term value realization. When integrated into governance frameworks and leadership priorities, customer experience operates as a sustained source of competitive advantage rather than a reactive service activity. This training program presents structured CX strategic constructs, service excellence models, and organizational alignment mechanisms relevant to complex service environments.

Program Objectives:

At the end of this program, the participants will be able to: 

• Explore customer experience as a strategic discipline connected to organizational governance and competitive positioning.

• Differentiate between service excellence as an operational function and customer experience as a driver of long-term value.

• Assess service models, customer touchpoints, and experience structures within complex service environments.

• Review alignment between service execution, organizational priorities, and customer expectations.

• Identify sources of service inconsistency and experience-related risk that influence competitive and reputational outcomes.

Targeted Audience:

• Customer Experience and Service Management Professionals.

• Contact Center and Customer Operations Leaders.

• Team Leaders and Supervisors in Customer-Facing Roles.

• Professionals with governance or oversight roles.

Program Outlines:

Unit 1:

Customer Experience as a Strategic Discipline:

• Customer experience strategy within organizational and governance contexts.

• Strategic roles shaping customer perception and value realization.

• Leadership and governance responsibilities in CX direction and oversight.

• Relationship between CX strategy and competitive positioning.

• Organizational responsibilities for customer experience outcomes.

Unit 2:

Service Excellence Strategies and Operational Perspectives:

• Service excellence strategies and operating principles.

• Conceptual approaches supporting service consistency and quality.

• Roles of frontline and support functions in service delivery.

• Managing service expectations across multiple interaction channels.

• Conceptual techniques for reducing service variability.

Unit 3:

Customer Journey Strategies and Touchpoint Perspectives:

• Customer journey strategies across lifecycle stages.

• Approaches to identifying and prioritizing critical touchpoints.

• Roles involved in managing moments of interaction.

• Coordinating digital and human experience channels.

• Recognizing experience gaps and misalignment across journeys.

Unit 4:

Organizational Alignment and CX Governance Perspectives:

• Organizational roles supporting customer experience alignment.

• Governance perspectives for experience oversight and consistency.

• Leadership accountability, escalation awareness, and role clarity.

• Cross-functional coordination in experience governance

• Managing experience related and reputational exposure

Unit 5:

CX Performance Strategies, Risk Techniques, and Oversight Roles:

• CX performance and feedback perspectives at a strategic level.

• Techniques for recognizing service inconsistency and risk.

• Oversight roles in CX performance discussions and review forums.

• Linking experience outcomes to competitive positioning.

• Direction setting roles for sustained service excellence.