Special Courses

Training Course: Customer Experience Analytics: Using Data to Improve CX


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SC235989

14 - 18 Jul 2025

Madrid (Spain)

Hotel : Pestana CR7 Gran Vía

Cost : 6000 € Euro

Introduction:

The Customer Experience Analytics training program, designed by Global Horizon Training Center, empowers professionals with the tools and insights necessary to analyze, measure, and improve customer experience (CX) using data. As organizations increasingly compete on experience rather than product or price, understanding how to interpret customer data and turn it into actionable improvements is essential.

Training Objectives:

By the end of this course, participants will be able to:

  • Understand the core concepts of customer experience and its key performance indicators

  • Collect and analyze data from multiple touchpoints to evaluate customer satisfaction

  • Use customer journey analytics to identify pain points and improvement opportunities

  • Apply data-driven strategies to personalize, optimize, and transform customer experiences

  • Build dashboards and reports to communicate CX insights to stakeholders

  • Link CX improvements to business performance and ROI

Course Methodology:

  • Expert-led instruction with real-world examples

  • Case studies from leading CX-focused organizations

  • Interactive workshops using customer journey mapping tools

  • Hands-on data analysis using Excel, Power BI, or CX analytics platforms

  • Team-based exercises and simulations

  • Daily debriefs, Q&A sessions, and applied group discussions

Organizational Impact:

Organizations investing in this training will benefit through:

  • Enhanced ability to turn customer feedback into business growth

  • Improved CX strategy driven by accurate data insights

  • Increased customer satisfaction, loyalty, and retention

  • Greater efficiency in CX operations and reduced service costs

  • Better cross-functional alignment on customer-centric goals

  • Improved ROI through actionable, measurable CX initiatives

Target Audience:

This course is ideal for:

  • Customer experience managers and analysts

  • Marketing and digital strategy professionals

  • Business intelligence and data analysts

  • Customer service and contact center leaders

  • UX designers and product managers

  • CRM and loyalty program coordinators

  • Anyone involved in CX design, measurement, or improvement

Outlines

Day 1: Introduction to Customer Experience (CX) and Analytics

  • Defining customer experience and its role in modern business

  • Key metrics: NPS, CSAT, CES, churn rate, CLV

  • Introduction to customer experience analytics

  • Sources of CX data: surveys, CRM, social media, website/app usage

  • Setting CX goals aligned with business objectives

Day 2: Collecting and Interpreting Customer Data

  • Data collection methods: structured vs. unstructured data

  • Voice of the Customer (VoC), Voice of the Employee (VoE), Voice of the Market (VoM)

  • Text and sentiment analysis from surveys and social media

  • Using web analytics, behavioral data, and heatmaps

  • Hands-on session: Analyzing customer feedback data

Day 3: Customer Journey Analytics

  • Mapping the customer journey across channels and stages

  • Identifying key moments of truth and friction points

  • Using journey analytics platforms (e.g., Qualtrics, Adobe Experience Platform)

  • Segmenting customers based on behaviors and personas

  • Workshop: Create a journey map and layer relevant KPIs

  • Case study: Optimizing a digital onboarding experience

Day 4: Turning Insights into Actions

  • Root cause analysis: what’s driving customer behavior?

  • Predictive analytics and customer lifetime value modeling

  • A/B testing and experimentation to improve CX

  • Real-time personalization using data triggers

  • Tools overview: Power BI, Tableau, Excel, CXM platforms

Day 5: Measuring Success and Communicating CX Value

  • Creating CX dashboards for leadership

  • Presenting CX insights: storytelling with data

  • Setting up a continuous feedback loop and closed-loop system

  • Calculating the ROI of CX initiatives

  • Final project: Develop a CX analytics strategy and improvement roadmap

  • Review, feedback, and certification

Special Courses

Training Course: Customer Experience Analytics: Using Data to Improve CX


Register Now
Quick Inquiry
Discount Group Download Brochure  

SC235989

14 - 18 Jul 2025

Madrid (Spain) - Pestana CR7 Gran Vía

Hotel : Pestana CR7 Gran Vía

Cost: 6000 € Euro


  About Madrid

Madrid is a city that combines its enduring history with its cosmopolitan atmosphere to create a destination that favored amongst tourists from around the world. This is a city that is very much bursting at the seams with life and its vibrant atmosphere, cultural attractions and connection with history ensure travelers have everything they could possibly want from a European city break. At the end of a flight to Madrid, there are sites to see, picturesque streets to roam and, of course, excellent shopping opportunities to explore. Visitors can immerse themselves in Madrid's fantastic local culture, its peerless art scene and world acclaimed fine dining. In fact, there is very little that Madrid doesn't have to offer.


  Things to do and places to visit in Madrid

The only problem travelers will encounter during their visit to Madrid is knowing what to do first. Sampling the mouth-watering tapas, strolling through one of the many excellent museums or even simply soaking up the atmosphere are all excellent options. Spend a sunny day wandering through the splendid squares or marvel at the intricate architecture of the churches.With so many options, flights to Madrid are great for people of any age or inclination.

When visiting Madrid, be sure to:

  • See the superb collection of art is the Museo del Prado.
  • Stroll down the Gran Via.
  • Enjoy the atmosphere of the Plaza Mayor.
  • Wander through the stunning gardens of the Parque del Buen Retiro.
  • See the beautiful mansion of the Museo Lazaro Galdiano.
  • Find quirky fashions in the Fuencarral market.
  • Try some of the many different tapas dishes.
  • Visit the statues of Don Quixote and Sancho Panza in the Plaza de Espana.
  • See the breathtaking Basilica de San Francisco El Grande.
  • Wander the Casa de Campo park, which is five times the size of Central Park.
  • Shop in the luxury boutiques of the Golden Mile.
  • Look for bargains at the El Rasto flea market.
  • See Picasso's Guernica in the Reina Sofia museum.
  • Snack on churros with chocolate.
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