CUSTOMER SATISFACTION AND LOYALTY – CX ANALYTICS
Harnessing Customer Experience Data to Drive Satisfaction, Loyalty, and Business Growth
Course Schedule
| Date | Venue | Fees (Face-to-Face) |
|---|---|---|
| 28 – 29 Apr 2025 | Muscat, Oman | USD 1995 per delegate |
Course Introduction
In today’s highly competitive landscape, customer experience (CX) has become a key differentiator. Organizations that measure and analyze customer satisfaction effectively can increase loyalty, reduce churn, and improve profitability. Customer experience analytics (CX Analytics) provide the insight needed to understand behaviors, pinpoint pain points, and enhance service delivery.
This course equips professionals with practical tools and methods for gathering, analyzing, and applying customer satisfaction data. From survey design and Net Promoter Score (NPS) to sentiment analysis and real-time dashboards, this program prepares participants to turn feedback into strategic action.
Course Objectives
By the end of this course, participants will be able to:
• Measure customer satisfaction using structured metrics (e.g., NPS, CSAT, CES)
• Design and implement CX analytics models for data-driven decisions
• Use qualitative and quantitative feedback to identify service improvement areas
• Apply data visualization tools to communicate insights effectively
• Develop action plans to improve loyalty and customer retention
Key Benefits of Attending
• Bridge the gap between customer feedback and strategic action
• Boost loyalty and reduce churn through targeted interventions
• Gain practical experience with CX measurement tools and reporting formats
• Enhance your brand reputation through data-driven experience management
• Support digital transformation with integrated CX dashboards and KPIs
Intended Audience
This program is designed for:
• Customer experience and service managers
• Marketing, brand, and communications professionals
• Business analysts and insights teams
• Sales and account managers
• Anyone involved in client satisfaction or service improvement initiatives
Individual Benefits
Key competencies that will be developed include:
• Designing customer surveys and feedback mechanisms
• CX performance measurement and trend analysis
• Root cause identification for negative experiences
• Translating data into loyalty-building strategies
• Communicating CX insights to internal stakeholders
Organization Benefits
Upon completing the training course, participants will demonstrate:
• Improved customer satisfaction through actionable insight
• Stronger alignment between customer needs and service delivery
• Optimized use of customer feedback in decision-making
• Better retention and lifetime value through CX strategy
• Enhanced cross-functional engagement around customer experience
Instructional Methdology
The course follows a blended learning approach combining theory with practice:
• Strategy Briefings – Core concepts in customer satisfaction and loyalty metrics
• Case Studies – Real-world CX programs and their measurable impact
• Workshops – Designing surveys, analyzing CX data, building dashboards
• Peer Exchange – Discussion of industry-specific CX challenges
• Tools – Templates for NPS reporting, survey design, and loyalty KPIs
Course Outline
Training Hours: 7:30 AM – 3:30 PM
Daily Format: 3–4 Learning Modules | Coffee breaks: 09:30 & 11:15 | Lunch Buffet: 01:00 – 02:00
Day 1: Understanding CX Metrics and Feedback Systems
Module 1: Foundations of Customer Satisfaction and Loyalty (07:30 – 09:30)
• Key drivers, emotional connection, brand expectations
Module 2: Designing Effective Feedback Mechanisms (09:45 – 11:15)
• Surveys, interviews, digital feedback loops
Module 3: Measurement Models – NPS, CSAT, CES (11:30 – 01:00)
• How and when to use each metric
Module 4: Workshop – Building a Customer Feedback Plan (02:00 – 03:30)
• Design a real-world feedback and response strategy
Day 2: Turning Data into Insight and Action
Module 1: CX Data Analytics and Visualization (07:30 – 09:30)
• Dashboards, data segmentation, visual storytelling
Module 2: Sentiment and Root Cause Analysis (09:45 – 11:15)
• Text analytics, complaint categorization, voice of customer
Module 3: Designing Loyalty and Retention Strategies (11:30 – 01:00)
• Customer journeys, personalization, proactive support
Module 4: Final Workshop – Present a CX Action Plan (02:00 – 03:30)
• Group work and feedback session
Certification
Participants will receive a Certificate of Completion in Customer Satisfaction and Loyalty – CX Analytics, validating their ability to analyze customer experience data and design loyalty-enhancing strategies based on measurable insights.