Special Courses

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


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SC235989

15 - 19 Dec 2025

Barcelona (Spain)

Hotel : Grupotel Gran Via 678

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

15 - 19 Dec 2025

Barcelona (Spain) - Grupotel Gran Via 678

Hotel : Grupotel Gran Via 678

Cost: 6000 € Euro


  About Barcelona

Barcelona, the main city of Catalonia on Spain's east coast, is known for its fantastic weather and proud local culture. It is also Spain's second largest city and has all the cosmopolitan trappings you would expect. Among Barcelona's many attractions are the delicious seafood, stunning architecture and vibrant atmosphere. It began life as a Roman city and has remained important ever since. Today, it is a buzzing city offering more than enough reasons to look for flights to Barcelona. Between UNESCO World Heritage Sites, famous sports teams plus great food, there's no shortage of ways to amuse oneself.


  Things to do and places to visit in Barcelona

Barcelona really does have something for everyone. The attractions of Barcelona include beautiful beaches to relax on, almost endless historical locations to explore, all the shops you could ever wish for, one of the world's most admired football clubs and world-class eateries - you may never want to leave. Luckily, with so much to do the city's compactness makes it easy to explore. Simply wandering through the streets is a great way to soak up the atmosphere.

Just some of the great things to do in Barcelona include:

  • Marvel at Gaudi's masterwork, the Sagrada Familia.
  • Sample the wide range of tapas in Barcelona's bars.
  • See the somewhat surreal architecture of Antoni Gaudi.
  • Wander through Park Guell, which offers great views over the city and out to sea.
  • See the Cubist master’s early work in the Picasso Museum.
  • Get lost in the winding streets of the Gothic Quarter, known locally as the Barri Gotic.
  • Browse the upmarket shops along the Passeig de Gracia.
  • Soak up the tranquil atmosphere in the Cathedral of the Sea.
  • Watch the silky skills of FC Barcelona in a game at the Camp Nou.
  • Enjoy authentic paella with fresh seafood.
  • Climb Montjuic for spectacular views.
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