Optimising the Customer Experience
Analyse your client journeys, identify friction points and design optimisation plans that transform satisfaction into loyalty.
What this program changes for your business
better-qualified opportunities
higher conversion rates
shorter sales cycles
AI-powered practice
Unlimited rehearsal on Skeells, instant feedback, realistic simulations tailored to your cases.
Field anchoring
Integrated managerial coaching, transfer to real customer meetings, progress tracking.
Sustainable practice
3-month Skeells access post-workshop to embed reflexes and measure skill growth.
Not a theoretical training. A rehearsal for real customer meetings.
- Filmed and debriefed role-plays
- AI simulations on your own scenarios
- Real cases brought by participants
- Individual action plans actionable on day one
Context
Your client base is diverse, as are the services and journeys you offer them. Naturally, you need to assess the perceived quality of these touchpoints and determine the right responses to guarantee an outstanding customer experience. This program provides the tools and methods to map, analyse and optimise every stage of the client journey.
Objective
Who is it for?
- Managers of client-facing services
- Customer experience and CX professionals
- Marketing and service design managers
- Quality managers responsible for client satisfaction
Program Outline
Understanding satisfaction and loyalty
- The relationship between satisfaction, loyalty and advocacy
- Integrating the temporal dimension of a client journey
- Defining what truly drives client loyalty
Mapping the client journey
- Identifying and cataloguing client journey touchpoints
- Spotting irritants and pain points throughout the journey
- Recognising markers of client surprise and delight
Designing experience improvements
- Injecting sparks of delight into the client journey
- Analysing the phygital balance of touchpoints
- Defining new roles for service actors
Building the optimisation plan
- Integrating additional selling moments into the journey
- Assessing opportunities for digital enhancement
- Formalising the customer experience optimisation plan
Training Format
- 2-day workshop (14 hours)
- In-person or virtual delivery
- Maximum 12 participants per session
- Methods, illustrations, model sheets and real case exercises
- Post-training access to Skeells platform for 3 months
Powered by Skeells
Learning continues with AI-powered practice
Interactive Podcasts
Podcasts on CX strategy, journey mapping, client psychology and building loyalty through experience design.
AI Role-Play Practice
AI-guided exercises to map client journeys, identify friction points and design improvement strategies for your specific context.
This program is part of the Qwantiq sales transformation approach — combining expert sales training, managerial coaching and AI-powered learning through the Skeells platform.
Sales Programs
Explore all sales training programs
Management Programs
Sales coaching & leadership
Our Method
Sales enablement approach
Skeells AI Platform
AI-powered sales skills development
White Paper
The Great Comeback of Sales Coaching
To learn more about our vision of modern sales coaching, read our white paper: The Great Comeback of Sales Coaching.
Interested in this program?
Let's discuss how to adapt it to your team's needs.