Course information

Customer Experience Training Course Outline

Module 1: Strategy Alignment

  • Overview of Strategy Alignment
  • Strategy Alignment
  • Operating Model
  • Comparing Lean, Six Sigma, and Rapid Improvement
  • Agile Project Management
  • Comparing Deployment Strategies
  • Voice of the Customer (VOC)
  • Design Thinking
  • Lean
  • Elements of a Lean System

Module 2: Project Identification

  • Lean Supply Chain
  • CT Flow Down
  • Operational Analysis
  • Metric Categories
  • Scoping Projects
  • A3 Form
  • Project Charters
  • Project Prioritisation
  • Information Technology Ecosystems

Module 3: Lean Six Sigma Basics

  • Understand the Voice of the Customer
  • Create Robust Product and Process Designs
  • Reduce Complexity
  • Deploy Lean Six Sigma Teams
  • Performance Measurements
  • Create Value Stream Maps (VSM)
  • Eliminate Unnecessary Operations
  • Implement Just-in-Time Systems
  • Reorganise Physical Configurations
  • 5S and Standardised Work
  • Link Operations
  • Balance Material Flow
  • Mistake-Proofing
  • High Quality
  • Reduce Set-Up Time (SMED)
  • Total Preventive Maintenance
  • Level Demand
  • Reduce Lot Sizes
  • Supplier Networks and Support
  • Implement Visual Control and Pull
  • Systems – Kanban
  • Continually Update Process Technologies

Module 4: Rapid Improvement Events

  • Prepare for the Rapid Improvement Event
  • Create a Project Charter
  • Assign a Project Leader and Team Members
  • Reserve a Conference Room
  • Obtain Supplies and Equipment
  • Ensure Facilities Are Available Including Breakout Rooms
  • Ensure Support Personnel Are Available to Assist the Team
  • Collect Process Information of Floor Layouts, Process, and Procedures
  • Collect Information of Operational Cycle Times
  • Developing a Schedule for the Rapid Improvement Event
  • Setting up Flip Charts and Organising Other Materials
  • Rapid Improvement Event Communication Email
  • Rapid Improvement Event Kick-Off Agenda
  • Conducting the Event
  • Bring Team Together to Discuss Roles and Responsibilities
  • Discuss Event Deliverables
  • Conduct Team Training as Required
  • Create Detailed Value Flow Maps and Layouts of the Process
  • Facilitate to Ensure Full Participation of Team Members
  • Collect Data at Every Operation
  • Analyse Data and Develop Prioritised Improvements
  • Change the Process
  • Apply 5S and Mistake-Proofing Methods
  • Evaluate the Rapid Improvement Event

Module 5: Data Collection and Analysis

  • Big Data Collection and Analytics
  • Metadata Definition and Lineage
  • Information Quality Governance
  • Value Stream Mapping
  • Process Characterisation
  • Simple Analysis of Process Data
  • Mapping High-Volume Transactions
  • Data Collection for Services
  • Measuring Process Complexity
  • Customer Experience Mapping

Module 6: Process Improvement

  • Common Process Changes
  • Control Tool Effectiveness and Sustainability
  • Root Cause Analysis and Improvement Strategies
  • Robotic Process Automation
  • Automating for Solution Sustainability

Module 7: Building a Case for Change

  • Psychology of Groups
  • Change Readiness
  • Project Transition
  • Building a Case for Change
  • Accelerating Change

Module 8: Implementing Solutions

  • Control Strategy
  • Control Tools
  • Quality Control Plan
  • Communicating the Proposed Changes
  • Follow-Up Activities
  • Creating Metric Dashboards

Module 9: Organisational Change

  • Sustaining Process Improvements
  • Governing Organisations
  • Security
  • General Data Protection Regulation
  • Changing an Organisation

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Who Should Attend the Customer Experience Training Course?

This Customer Experience Course in Mumbai is designed for professionals who are dedicated to improving the interactions and satisfaction of their customers. This course will benefit the following professionals:

  • Customer Service Managers and Representatives
  • Sales and Marketing Professionals
  • Business Owners
  • Entrepreneurs
  • Product Managers
  • Retail Managers
  • Call Center Managers
  • Brand Managers

Prerequisites of the Customer Experience Training Course

There are no formal prerequisites to attend the Customer Experience Training Course.

Customer Experience Training Course Overview

The Customer Experience Course in Mumbai is a specialized training designed to empower individuals and organizations with the knowledge and skills necessary to deliver exceptional customer experiences. In today's competitive business landscape, customer experience plays a vital role in building brand loyalty, driving customer satisfaction, and fostering long-term relationships with clients.

Customer service representatives, sales professionals, business owners, and anyone involved in customer-facing roles should attend the Customer Experience Training Course. This Customer Experience Certification Course in Mumbai is particularly beneficial for individuals seeking to enhance their understanding of customer needs, improve service delivery processes, and create memorable interactions that delight customers. The Knowledge Academy’s 1-day Customer Experience Training in Mumbai provides comprehensive training in this area. Delegates will explore various aspects of customer interaction and satisfaction, learning how to effectively apply these concepts in their roles. The Customer Experience Certification combines theoretical knowledge with practical application, ensuring participants can immediately implement these strategies in their professional lives.

Course Objectives

  • To understand the fundamentals of an exceptional Customer Experience
  • To learn how to effectively map and analyse the customer journey
  • To develop strategies for personalising customer interactions
  • To gain insights into measuring and enhancing customer satisfaction
  • To explore innovative techniques for engaging with customers
  • To enhance communication skills tailored to customer needs

Upon completion of this Customer Experience Course in Mumbai, delegates will have a thorough understanding of how to enhance customer experiences effectively. They will be equipped with practical tools and strategies to make impactful changes in their customer interactions, leading to increased customer satisfaction and loyalty.

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What’s included in this Customer Experience Course?

  • World-Class Training Sessions from Experienced Instructors
  • Customer Experience Certificate
  • Digital Delegate Pack

Why choose us

Our Mumbai venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

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Address

Safal Institute 
613, Corporate Centre
Nirmal Lifestyles Mall
LBS Marg
Mulund (W)
Mumbai 400080

T: +918037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Customer Experience Training in Mumbai. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Customer Experience Training in Mumbai, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Customer Experience Training in Mumbai. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Customer Experience Training in Mumbai sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Customer Experience Training in Mumbai FAQs

Customer Experience (CX) refers to the overall perception and interaction that customers have with a brand or company throughout the customer journey, encompassing every touchpoint and interaction.
Customer Experience is crucial for businesses because it directly impacts customer satisfaction, loyalty, retention, and advocacy. Positive CX fosters customer loyalty, drives repeat business, enhances brand reputation, and ultimately contributes to long-term profitability and growth.
The benefits of taking this Customer Experience Training Course include gaining a deep understanding of CX principles and strategies, learning techniques to improve customer satisfaction and loyalty, acquiring skills to analyze customer feedback and insights, and enhancing the ability to design and deliver exceptional customer experiences.
There are no specific prerequisites for taking this course, making it suitable for individuals at various levels of experience and expertise in customer service and business management.
The Customer Experience Course offers world-class training sessions conducted by experienced instructors, a Customer Experience Certificate, and a digital delegate pack.
This Customer Experience Course spans 1-day.
Yes, upon completing this Customer Experience Training Course, the delegates will receive a certification to validate their knowledge and skills in customer experience management.
Career opportunities after completing this Customer Experience Certification Course include roles such as Customer Experience Manager, Customer Success Manager, Customer Insights Analyst, Customer Relationship Manager, and other positions in marketing, sales, and customer service departments across various industries.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking Customer Experience Courses.
The training fees for Customer Experience Trainingin Mumbai starts from INR27995
The Knowledge Academy is the Leading global training provider for Customer Experience Training.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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