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Structured learning: Customer Experience Management


It is all about Customer, Customer being the center of every organizational operation, there is increase in demand for understanding customer in detail and what we can measure and analyze about customer. The fact is, almost every organization has customer experience improvement projects on the horizon. Organizations are accepting the value of customer experience and itsmonitor-66618_1280 application right from the start of customer life cycle even before taking new customer on boarding.

The review from Harvard Business on September 2013 in the article “The Truth about Customer Experiencesought to expand the horizon beyond customer touch points and adopt customer experience strategy in customer lifecycle right from beginning. It is agreed that there are many critical moments when customers interact with the organization and its offerings, on their way to purchase and for after sales service. We find Organizations often tilting towards either pre-sales or post-sales touch points. Focusing on only one stage of interaction cannot ensure seamless customer delight. An organization managing the complete customer journey would be able to broaden their understanding of their customers’ profile and gain trust from their customer. Formulating a clear Customer Experience Strategy to manage a customer’s end-to-end journey with the Organization is therefore crucial.

Referring the statistics published by “Clear Action” Customer Experience Optimization; 90% say Customer Experience is very important and critical to every organization, 80% want to use customer experience as a form of differentiation. As mentioned above every organization has customer experience improvement project and these projects are gaining popularity and are also increasing in their complexity. The popularity is due to the fact is it is the USP of current market scenario and the only mechanism to remain competitive. Why is it increasing in complexity? The following are the reasons:

  • Customer Experience Talks about Understanding Customer as an individual and understanding an individual is complex!
  • Customer Experience & Employee empowerment are interrelated, customer experience demand employees to understand the key attributes of the brand, and help to drive how to design customer experience. We are still far from a clear alignment of employee experience and customer experience
  • Customer experience has unprecedented impact on the success of an Organization across industries. Again, clear understanding of the relationship between customer experience and business achievement is complex.

With reference to the survey report from “Clear Action” Customer Experience Management has increased 55% faster time to product resolution; it reduced cost of customer support by 42%, better innovation around products and services increases by 45%.reading-owl

From the substantiation above it is clear that the current market demands the evolution of Customer Experience Management studies as a separate discipline to evolve a practical approach to implementing customer experience management strategy. A specialization of the program helps structure an understanding of basic principles and practices, measurable approaches, scenario analysis and management orientation of all elements relevant to customer experience management.

The study would entail benefits to all the customer focused functions – direct or indirect – such as Product development, Marketing, Sales, Front/Back office Customer Service Representatives, Shop floor assistants, home service assistants, Technicians, Call centers, Consumer technology teams etc.

Please direct your inquiry on Customer Experience Management related courses to content@csat360.com . The Learning and Development team would assist you with the available programs or help create a custom built program for your teams.


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