Customer Experience Management is one of the most important areas within the marketing domain. Successful implementation of CEM within an organisation has many advantages, including higher customer satisfaction, improved returns on investment, and overall a greater shareholder value. However, few companies
actually know what they are doing when it comes to CEM. This programme will take an in depth look at CEM in broader terms (not just experience management for customers, but also for business partners). We will study the best practice firms, and use a model to develop our own CEM programmes. The programme will also look at tools that will help us to reassess our CEM programmes in order to improve them in line with global best practices.
Getting customers is easy, retaining them is hard, however it costs less to retain an existing customer than to grain a new one. Then why are companies struggling to retain their customers? Through this programme we will take a new look at loyalty and redefine it within the current market framework. We will re-assess loyalty programmes, and take a look at the role NPS (net promoter score) plays within the marketing domain. We will look at ways of making loyalty programmes and NPS work. The programme will also look at loyalty from an emotional attachment perspective, i.e. getting your customers to love your brand.
Dr. Khan delivering a workshop on CEM workshop
Many companies offer CX & CEM training today. Our training programme is different because it is being led by one of the pioneers within the domain of CEM!
What will you learn?
The difference between customer experience (CX) and Customer Experience Management (CEM)
CX Innovations Model
The benefits of CEM for an organisation
Customer Journey Mapping within CEM
Examples of Best practice firms and how they got to be the best
The 12-Steps to a great CEM programme
Types of loyal customers
Moving from Like to Love. Getting customer to love your brand
Making loyalty programmes effective
Getting NPS to work for you
Examining best practice firms and how they got there
With delegates of the Abu Dhabi National Oil Company
Is this programme for you?
This programme focuses on developing Customer Experience Management skills for both professionals assigned to working in the Customer Experience departments as well as anyone interested in improving the journey of a customer within both for-profit and not-for-profit organisations.
•Directors / MDs / CEOs
•Head / Director of Customer Insights
•Customer Experience Managers / Directors
•Customer Service Managers / Directors
•Business Owners & Entrepreneurs
•Customer Engagement Managers / Directors
•Social Media Managers
•Senior Marketing Managers / Directors
•Chief Customer Officers
•Vice President of Marketing
•Director of Business Development
•Director of Operations
Dr. Osman Khan, is one of the leading experts in Marketing in the world. He is also one of the leading and pioneering Customer Experience & Customer Loyalty experts in the world! Dr Khan has written several books on customer experience and customer loyalty management. His thoughts, ideas and CEM models have transformed the CEM & CX industry around the globe.
Dr. Khan holds an MBA and a PhD in Marketing from the University of Bradford. Dr Khan has been working with companies around the globe, from entrepreneurs, SMEs to Fortune 500 and FTSE 50 companies in improving their business performance.
Dr Khan has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team. His past experience include working as a C-Level member of several companies in London, as a Director of MBA Programmes of a London based University, serving on senior management positions of consulting, training, and high tech IT firms, consulting for multinational companies from Europe, US and the Middle East, as well as helping firms within the UK and USA in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.
Dr. Khan has won the prestigious Times Higher Education award for best international strategy. He has also taught at the Kennedy School of Government at Harvard University and at the School of Management at the University of Bradford. He has published four books at the European Centre for Best Practice Management. Dr Khan’s latest book "Getting Customer to Love Your Brand” is available for sale on Amazon & Amazon Prime.
With participants of Treehouse Ltd.
"I have had the pleasure to work with Osman, he has proven to be an innovative, creative and passionate educator, who takes great pride in his work. As a marketing specialist he is very much focused on customer experience and this translates in the work he has achieved at DSM.”
Sheron Mills, Director of Client Services at DSM Ltd
“I invited Dr. Osman to guest speak at a Customer Experience forum at our company, Compass Group UK & Ireland. His expert knowledge and insight was highly valuable in engaging managers in CEM using highly credible anecdotes and the latest academic research. His passion for the subject shines through and was felt by all delegates who gave very positive feedback about the presentation and Dr Osman’s professionalism.”
Clare Muscutt, Compass Group UK & Ireland
“At Adkit, we’ve consulted Dr. Osman Khan for a few researches during the past year for leading Israeli companies. Dr. Khan’s insights added great value to our work: his ideas are always innovative, tailored for every research question, and most important- he has a very wide knowledge base and experience regarding the global loyalty marketing industry. I would recommend Dr. Khan for anyone who’s looking for a real professional to learn from – and it’s always a pleasure to work with someone who’s so pleasant, kind and that will always find some time to add his personal insights despite his tight timeline. Thank you Dr. Khan! Hope to keep working with you in the future.”
Mor Kadosh, Adkit
“The CSTA had the great pleasure to listen to Dr Osman Khan at their Nottingham event. His professionalism and huge knowledge was much appreciated by our delegates and he received some fantastic feedback. I can truly recommend him to any organisation as a professional and engaging speaker.”
Anne-Marie Lose, Customer Service Training Network
“Dr. Osman has a good knowledge of his subject but more importantly he is able to convey his ideas with clarity and personality.”
Don Hales, Awards International
“A well presented senior lecturer with a fresh and engaging teaching style. in depth industry knowledge is constantly proved by relevant subject related examples. one of the few lecturers who emphasises the importance of new marketing channels, which proves his up to date engagement with the marketing industry.”
“Dr Osman Khan is a unique individual with an impressive breadth and depth of knowledge and thought-leadership on the subject of customer loyalty and marketing. He is bright, articulate and brings his positive and passionate energy to projects he works on. I’m thrilled to be working with Osman and look forward to furthering the work we do together. If anyone is looking for an expert with a fresh approach and thinking then Osman is definitely someone you need to be engaging for your customer experience strategies.”
Dean Van Leeuwen, TomorrowToday
“I highly recommend Dr Osman Khan. We worked together at the same team for almost one and a half years and during that time he treated people with respect and integrity, encouraged and supported the contributions of others in achieving team goals, made a full contribution to successful team performance and demonstrated personal commitment to the decisions of the team.”
Dr. Ioanna Nikolaou
“I was fortunate enough to have had Osman as one of my lecturers in Bradford. He led my marketing seminars and he did so from a very pragmatic, down to earth perspective. He constantly challenged us to go that extra mile and to think out of the ordinary. His drive and enthusiasm made the seminars not only a great learning but also quite a fun experience!”
“Having recruited Dr. Osman Khan into DSM has brought great value to our work and vision: He is an innovative systems thinker having a wide source of knowledge and experience regarding the customer loyalty and the marketing industry. I endorse him without reservations.”
Louis D’ Lima, DSM Assessment & Training Ltd
Customer Experience workshop at Global Village HQ in Dubai
Global Village, UAE
Takreer, Abu Dhabi National Oil Company, UAE
Oman Airforce, Oman
Microsoft, United Kingdom
Compass Group, United Kingdom
Boots, United Kingdom
Telefonica O2, United Kingdom
Thomson Travel, United Kingdom
Teredata, NCR, USA
The Bank of Ghana
Emirates Airlines, UAE
Nigeria National Petrolium Corporation
Serena Hotels & Resorts, E. Africa
Pakistan Air Force
Bahria Town (Asia’s Largest Real Estate Developer)
Zecora Ura, Brazil & United Kingdom
DSM Assessment & Training, United Kingdom
London Corporate Training, United Kingdom
Hammersmith Training Consult, United Kingdom
Zenith Professional Training, United Kingdom
London Training for Excellence, United Kingdom
Zecora Ura, Brazil & United Kingdom
Participants from Nigeria National Petroleum Corporation
Advanced Marketing Programme in Doha: June 19-23, 2017: Sold Out
Advanced Marketing Programme in London: Aug 7 - 11, 2017
Advanced Marketing Program in Boston: Oct 2-6, 2017
Advanced Marketing Programme in Dubai: Dec 4 - 8, 2017
Advanced Marketing Programme in Kuala Lumpur: Feb 5 - 9, 2018
A full list of other events
In-house programme are also available based on client requirements. To find out more about in-house programmes, please contact us.
We are so confident that you will find the workshops of use that we offer a money back guarantee.
Money back guarantee
The Institute of Customer Management takes pride in the training workshops we deliver. Some of us aren't fortunate to be sponsored to attend trainings and have to make a sacrifice out of our precious budget. Especially in times of financial difficulties, it can become hard to justify paying for training. However, we are so confident that you will find the workshops of use that we offer a money back guarantee. If you feel that the workshop has not covered the desired objectives, just inform your course trainer by lunch of the first day of starting a course and we will arrange a full refund of your course fee. Alternatively, we can give you a future course you may like to take with us for free.
We would like to help the ‘little guy’, individuals and companies (SMEs, not-for profit organisations) that may not be able to afford the cost of training that the big corporations can. A limited number of financial assistance places are available on the programme. To apply, email us at firstname.lastname@example.org, specifying which programme you are seeking financial assistance for. Please note, financial assistance will only cover the tuition fee for the workshop and will not cover any additional expenses, such as travel, accommodation, meals, visa fee, etc.
phone: +44 203 289 5935
Participants discussing a case during a training session in London
Terms & Conditions
The Institute of Customer Management reserves the right to postpone or cancel an event. In the unlikely event of such a postponement or cancellation, payments made by delegates shall be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive a full credit representing payments made towards a future event or alternatively the delegate may request a refund of the fee paid. We cannot reimburse the cost of any pre-booked travel arrangements or other costs incurred as a result of cancellation or postponement, and suggest that you may like to consider travel insurance to cover any significant costs incurred.