Customers now expect to reach a business on WhatsApp, web chat, social media, a mobile app or a quick phone call, and to be recognised whichever channel they choose. Organisations that bolt new channels onto old processes end up with longer queues, repeated questions and frustrated agents. Over five days you learn to redesign service around digital journeys. Topics include customer journey mapping, omnichannel contact centre design, CRM platforms such as Salesforce Service Cloud, Zendesk and Microsoft Dynamics 365, chatbots and conversational AI, self-service knowledge bases, and USSD and SMS options for customers without smartphones.
You also work on voice of the customer analytics, sentiment analysis, CSAT, NPS and customer effort scores, automation of routine requests, data protection in customer records, and the change management that brings frontline teams along. Customer experience managers, contact centre heads, digital channel leads, CRM administrators, service quality analysts and operations managers in banking, telecoms, utilities, insurance, retail and public services gain the most. Join in the classroom, online or in-house and earn a CPD-accredited certificate. Afterwards you can build a digital service roadmap, choose the right channel mix and prove the value of each change.
Customer service has become one of the most visible tests of an organisation's digital maturity. A bank, telecoms operator, utility or government agency may invest in a new app or contact centre platform, but if records do not follow the customer across channels, if bots trap people in loops or if agents lack the tools to resolve issues first time, satisfaction falls and costs rise. Transformation in service is therefore as much about process, people and data as about technology.
The Digital Transformation in Customer Service & Experience Training Course follows the full transformation path. Participants begin by assessing current service maturity and mapping how customers actually move between touchpoints, then design an omnichannel operating model, select and configure CRM and ticketing tools, and decide where chatbots, automation and self-service add value. Later sessions cover analytics and customer feedback, artificial intelligence for agent assistance and quality monitoring, privacy and security obligations, and the people side of change for agents and supervisors.
Learning is applied throughout. Participants work with journey maps, platform demonstrations, sample service data and business case templates, and each builds a phased digital service roadmap for their own organisation.
Participants completing the course will be able to:
Each participant leaves with:
Delivery mixes practitioner insight with hands-on design work, using:
Day 1: Customer Experience in a Digital Age
Day 2: Omnichannel Service Design
Day 3: CRM, Platforms and Automation
Day 4: Data, Analytics and Customer Insight
Day 5: Leading the Transformation
The course suits professionals leading or supporting change in customer-facing operations, including:
On completing the five days and the journey mapping, analytics and roadmap exercises, participants receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
The certificate confirms the course title, dates and delivery mode, and the roadmap produced in class shows managers clearly what was learned and how it will be applied.
Upcoming cohorts
CPD-Accredited
Official invoice & confirmation letter provided
Team discount for 3+ seats
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Everything you need to know about this course before you register.
By the end of the Digital Transformation in Customer Service & Experience programme, you'll be able to assess the digital maturity of a customer service operation against a structured model, map end-to-end customer journeys and identify pain points, failure demand and moments of truth, design an omnichannel service model that keeps customer context across voice, chat, email, social and messaging channels, and evaluate crm, ticketing and contact centre platforms against business and integration requirements. The full breakdown of topics is covered session by session in the Course Outline tab above.
The course suits professionals leading or supporting change in customer-facing operations, including: Customer experience and customer service managers, Contact centre managers, supervisors and workforce planners, Digital channel, e-commerce and self-service product owners, CRM administrators and business analysts, Service quality and voice of the customer analysts, IT project managers delivering customer platforms, Operations managers in banks, insurers, telecoms operators and utilities, Public sector service delivery and e-government officers, and Marketing and brand managers responsible for customer engagement.
Digital Transformation in Customer Service & Experience Training Course typically runs as 5 Days. It's available as in-person classroom, live virtual, and in-house corporate training — every course can also be delivered on-site for your team on dates that suit you.
Digital Transformation in Customer Service & Experience Training Course is scheduled in-classroom in Nairobi, Kenya, Mombasa, Kenya, Naivasha, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
The next live virtual cohort of Digital Transformation in Customer Service & Experience starts October 26, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Digital Transformation in Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Digital Transformation in Customer Service & Experience Training Course is pitched at intermediate professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Digital Transformation in Customer Service & Experience Training Course vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Digital Transformation in Customer Service & Experience Training Course can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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