Special Courses

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


Register Now
Quick Inquiry
Discount Group Download Brochure  

SC235989

1 - 5 Sep 2025

London (UK)

Hotel : Landmark Office Space - Oxford Street

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

1 - 5 Sep 2025

London (UK) - Landmark Office Space - Oxford Street

Hotel : Landmark Office Space - Oxford Street

Cost: 6000 € Euro


  About London

The UK capital of London is a city that combines the old and the new. It is as equally famous for the latest fashion and innovation as it is for its impressive heritage. London's attractions range from the Royal Palace to the DIY atmosphere of its markets. It is also a picturesque city of parks and of course, the majestic Thames River. The city extends for miles beyond its ancient core and each neighborhood has its own charming atmosphere for visitors to explore. London also wears its status as a world city proudly and the influence of different cultures is plain to see in the food and fashion of the capital.


  Things to do and places to visit in London

With so many attractions in London, anyone can find something to delight them. Art lovers will enjoy the world-renowned museums and galleries, most of which are free. Sports fans are spoilt for choice by the city's array of football clubs. Theatre and music fans have a vast list of venues to visit, whilst shopaholics have Harrods, Oxford Street, Camden and much more to look forward to after arranging flights to London.

Some unmissable London attractions include:

  • Seeing priceless masterpieces in the Tate Britain or the National Gallery.
  • Watching the changing of the guard at Buckingham Palace.
  • Visiting Trafalgar Square's famous monument.
  • Marveling at the Crown Jewels in the Tower of London.
  • Getting a bird's eye view of the city from the London Eye.
  • Tasting one of Brick Lane's famous curries.
  • Browsing the exclusive shops of Knightsbridge.
  • Visiting a market – Spitalfields for antiques, Camden for clothes or Borough Market for street food.
  • Admiring design from around the world in the Victoria and Albert Museum.
  • Looking for clues at the home of fiction's most famous detective, Sherlock Holmes.
  • Strolling through one of the lovely parks, including Hyde Park, St James' Park or Kew Gardens.
  • Eating Britain's most famous dish, fish and chips.
  • Watching the street performers in Covent Garden.
  • Enjoying the views at a South Bank cafe.
 22 Portman Square, Marylebone, London W1H 7BG, UK
 3 Oudai street, Aldouki, Giza, Giza Governorate, Egypt
 0020233379764
 00201095004484
 00201102960555
 00201102960666
 19 Mayıs Mahallesi, 19 Mayis Street No 2 Sisli, 34360 Istanbul/Turkey
 00905357839460
 Australia Street, Raouche Beirut, Lebanon .، Beirut, Lebanon
 0096181746278
 811 Massachusetts Avenue, Boston, Massachusetts, 02118, USA
 6 Beirut Street - Fifth Circle Abdoun, P.O. Box 831370, 11183 Amman, Jordan
Copyright Global Horizon Training Center © 2019