Customer Experience Management

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Description

Customer Experience is the sum of all interactions a customer has throughout their relationship with an organisation. Effective Customer Experience Management (CXM) ensures that people, processes and technology are aligned to:

Prioritise customer needs by fostering a customer-first mindset.
Improve performance in areas that matter most to customers.
Identify and remove pain points that cause frustration, optimising customer interactions.

This half-day course, developed by Gaelchultúr, introduces the key principles and tools of Customer Experience Management. It is designed for individuals and organisations interested in adopting a customer-centric approach and for those responsible for driving continuous improvement within their organisation.

Learning Outcomes

Those who successfully complete the programme will achieve the following learning outcomes:

They will understand the concept of customer centricity and the key components of Customer Experience Management.
They will be able to define and prioritise customer groups effectively.
They will be able to apply CX tools such as customer personae, empathy maps and customer journey mapping to enhance service design and improve customer experience.

Course Content

The following topics are covered during the course:

The fundamentals of Customer Experience Management.
Identifying and categorising customer groups.
Practical application of CX tools, including:
1. Customer personae
2. Empathy mapping
3. Customer journey mapping

Strategies for improving customer interactions and overall experience.

Course Structure

Live session: A dynamic 3-hour class where learners actively engage in real-world scenarios to build confidence and deepen understanding.

Course Designer

This course is developed and delivered by Susan Ní Dhubhlaoich. Susan is an independent consultant specialising in Customer Experience and Service Design.

She helps businesses and organisations place the customer at the centre of their organisational and operational strategies.

Susan has worked with small and large organisations across the public and private sectors (Three Ireland, Iarnród Éireann, Vodafone, New Ireland Assurance) over the past 10 years.

Susan designs and delivers bespoke CX training programmes that provide organisations with the tools, techniques and confidence they need to design services that meet and exceed customer needs and expectations to drive business success.

Susan is a former Chairperson of the award-winning Dublin community radio station Raidió na Life and a founder of Irish business network Plé.

Our teaching approach

Gaelchultúr has developed comprehensive syllabuses and every class at every level follows these syllabuses.

The communicative approach to language teaching is used by Gaelchultúr’s teachers, giving learners the opportunity to play an active part in each class.

A strong emphasis is placed on group and pair work and learners therefore have a chance to practise what they’ve been taught. The main focus is on speaking and listening in all classes (with the exception of Cruinneas sa Ghaeilge), but reading and writing activities also feature.

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FAQs

You will need a laptop or desktop computer with a working microphone and camera.

You will be sent a Zoom link by email prior to the commencement of the course. You will need this link to login into the class each week.

You can but you will not be able to participate in pair work and group work activities. It is better, therefore, to use a laptop or desktop computer, if possible.

We recommend that learners switch on their camera during class as it makes the learning experience more immersive. If you do not wish to turn on your camera, however, that’s perfectly fine.

There will be at least six other learners in the class and a maximum of eighteen people.

Pair work and group work activities will be an integral part of each class, therefore you’ll have plenty of opportunities to speak Irish. You will also be able to raise a virtual hand and ask the teacher questions whenever you like.

No. A digital booklet containing all the material you’ll need during the course will be emailed to you before the course commences and you will be able to use this booklet during the classes and for studying between the sessions. The cost of this booklet is included in the course fee. You will also be able to access all of the notes online.

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Terms and Conditions

Course fees may be refunded in full to a learner up to five working days prior to the commencement of the course. The refund must by requested by contacting Gaelchultúr’s staff by email or by phone. (Our contact details can be found here.)
If, following the first class, the student decides that he/she would like to discontinue the course, 60% of the total fee will be refunded to him/her. Thereafter, no refund will be made to the student.
Gaelchultúr Teoranta has the right to cancel a class or to amalgamate classes.
If it is necessary to cancel a class, every effort will be made to place the participants in another class or to register them for an online course. A full refund will be made to the customer if these options do not suit him/her.
A student may defer his/her registration only once. If he/she wishes to defer registration, he/she must notify Gaelchultúr’s staff of this by week three of the course. No refund will be made to the student if he/she does not accept a place on the next course he/she is due to attend.
Gaelchultúr will accept no responsibility in the event that a student registers at the wrong level. We advise our students to do our online Irish test or to seek our advice to ensure that they are undertaking the correct level.
If a student wants to move to another level, we cannot guarantee that a space will be available for him/her at that level. Should a space be available, Gaelchultúr will charge a €10 administration fee for making the change. A change may only be made to another level following the first class.
Course fees must be paid in full prior to commencement of the course. Attendance on a course is subject to full payment of fees.
Every student must abide by our Code of Conduct when attending a course with us.
People under 18 years of age are not permitted to attend courses other than those specified as being suitable for those under 18 years of age. Our Child Protection Statement can be found here.