Customers now compare every organisation with the best service they have received anywhere, and a slow reply, repeated form or unresolved complaint is quickly shared. Five days help senior service and experience leaders move from reacting to complaints towards a deliberate strategy that earns loyalty. You define a customer experience vision, segment customers by needs and value, and link service promises to brand, operations and financial results.
Journey mapping, moments of truth, voice of customer programmes, Net Promoter Score, customer effort score, CSAT and root-cause analysis give the evidence base. Innovation sessions introduce service design, blueprinting, design thinking, rapid prototyping, omnichannel and digital self-service, chatbots and the sensible use of AI and automation, as well as service recovery and frontline empowerment. Further topics cover culture, governance, business cases and measuring return on experience investment. Heads of customer service, contact centre managers, customer experience and marketing leaders, bank and telecom branch managers, public service delivery officers and hospitality executives will benefit. Afterwards you can write an experience strategy, prioritise improvement ideas and present a pilot plan to executives. Delivery is classroom, online or in-house with a CPD-accredited certificate.
Service quality has become one of the few lasting differences between organisations that sell similar products at similar prices. Customers in banking, telecoms, retail, utilities and the public sector expect quick, consistent help across phone, branch, app and social channels, and they leave or complain publicly when it is missing. Yet many service units still measure activity, such as calls answered, rather than the experience customers actually have.
The Strategy and Innovation in Customer Service & Experience Training Course equips leaders to close that gap. It begins with strategy, helping participants articulate a vision, understand customer segments and connect experience to revenue, cost and reputation. It continues with research and measurement, including journey mapping, feedback programmes and analytics. The central days focus on innovation: using service design methods to generate and test improvements, redesigning channels and processes, and applying digital tools and artificial intelligence where they add real value. The final day covers culture, governance and the business case.
Participants work on a real service challenge from their own organisation throughout, so the week ends with a strategy outline, a journey redesign and a pilot plan rather than notes alone. The programme suits managers with at least some experience of leading service or customer-facing teams.
Through this programme, participants will learn to:
Participants complete the week with:
The programme is workshop-led and centred on participants' own service challenges. It includes:
Day 1: Customer Experience Strategy
Day 2: Understanding Customers through Data
Day 3: Service Design and Innovation Methods
Day 4: Channels, Digital and Intelligent Service
Day 5: Culture, Governance and Business Case
The course is designed for those who lead or shape the customer experience, including:
A CPD-accredited Certificate of Completion is issued by Vision Reach Global Consultancy to participants who attend the programme and complete the strategy and pilot-plan exercises.
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 Strategy and Innovation in Customer Service & Experience programme, you'll be able to develop a customer experience vision and strategy aligned to organisational goals, segment customers and identify the needs and moments of truth that drive loyalty, map and analyse end-to-end journeys across channels, and design a voice of customer programme using nps, csat and customer effort score. The full breakdown of topics is covered session by session in the Course Outline tab above.
The course is designed for those who lead or shape the customer experience, including: Heads of customer service and customer experience, Contact centre and branch managers, Marketing, brand and product managers, Service delivery managers in government and parastatals, Bank, insurance and telecom customer operations leaders, Hospitality, retail and utility service executives, Digital channel and CRM managers, and Quality, complaints and customer insight managers.
Strategy and Innovation 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.
Strategy and Innovation 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 Strategy and Innovation 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 Strategy and Innovation 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.
Strategy and Innovation in Customer Service & Experience Training Course is pitched at advanced 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 Strategy and Innovation 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 — Strategy and Innovation 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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