Special Courses

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


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SC235989

31 Aug - 4 Sep 2025

Dubai (UAE)

Hotel : Residence Inn by Marriott Sheikh Zayed Road, Dubai

Cost : 4900 € 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

31 Aug - 4 Sep 2025

Dubai (UAE) - Residence Inn by Marriott Sheikh Zayed Road, Dubai

Hotel : Residence Inn by Marriott Sheikh Zayed Road, Dubai

Cost: 4900 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
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