Fundamentals of Customer Experience Management
Overview
Fundamentals of Customer Experience Management helps commercial teams understand customers, win and keep business, and measure what their marketing and service efforts deliver. It is designed for participants who are new to the subject or want a solid, structured foundation.
What you will be able to do
- Explain the key concepts, terminology and standards of Customer Experience Management.
- Describe channels, campaigns and content.
- Carry out routine tasks related to sales process and pipeline safely and correctly.
- Recognise early warning signs in service standards and customer journeys and escalate them.
- Use checklists and simple tools to support daily work.
Who should attend
- Staff new to the subject or moving into the role
- Sales and marketing professionals
- Customer service and call centre staff
- Business development managers
- Communication and PR teams
Daily outline
- Day 1Introduction to Customer Experience Management: concepts, terminology and standards
- Day 2Channels, campaigns and content
- Day 3Sales process and pipeline
- Day 4Service standards and customer journeys
- Day 5Practical exercises, review and assessment
Sessions 2027–2030
| Dates | City | Fee | Register |
|---|---|---|---|
| 15–19 February 2027 | WEB Online | $2,500 | Register |
| 17–21 May 2027 | MADMadrid | $4,500 | Register |
| 22–26 November 2027 | LONLondon | $4,500 | Register |
| 10–14 January 2028 | WEB Online | $2,500 | Register |
| 2–6 April 2028 | CAICairo | $4,500 | Register |
| 16–20 October 2028 | DXBDubai | $4,500 | Register |
| 18–22 March 2029 | MCTMuscat | $4,500 | Register |
| 16–20 September 2029 | KBRAl Khobar | $4,500 | Register |
| 17–21 December 2029 | WEB Online | $2,500 | Register |
| 21–25 January 2030 | MADMadrid | $4,500 | Register |
| 8–12 July 2030 | LONLondon | $4,500 | Register |
| 14–18 October 2030 | WEB Online | $2,500 | Register |
The Customer Experience Management series
Frequently asked questions
How much does Fundamentals of Customer Experience Management cost?
The fee is US$2,500 per participant online or US$4,500 in the classroom for 5 days.
Where and when is the course held?
Sessions run from 2027 to 2030 in Madrid, London, Cairo, Dubai, Muscat and Al Khobar, and live online. See the session table above for exact dates.
What certificate will I receive?
Participants who complete the course receive an SGT certificate of completion showing the training hours.
In which language is the course delivered?
Sessions are delivered in English or Arabic. Tell us your preferred language when you register.
Can SGT deliver this course in-house?
Yes. For groups we deliver the course at your premises in any city, with content adapted to your equipment and procedures.
How do I register?
Send the course name, city and dates on WhatsApp to +20 106 597 6553. We reply with booking confirmation and registration steps.