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Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business

Course created on July 27, 2026Updated on October 5, 2026

On quote

3 days
Onsite
12 people max.

Request a quote See the program

Ref: JCC347

12 people max.

On quote

In-company rate: on quote

On-site and certification exam on quote

3 days

Onsite

Don't let this gap widen

Why this program matters

Without deep mastery of customer experience improvement, your daily interactions generate recurring frustrations and complaints.
89% of dissatisfied customers switch providers after a single bad experience, causing an average 20% loss in annual revenue, or thousands of euros evaporating each month.
Customer relations and marketing managers see their careers derailed by plummeting NPS and demotivated teams.
Every delay in CX optimization amplifies the risks of massive churn and irreversible erosion of company competitiveness.

Trusted by — schools, companies and industrial groups

25,665 programs · 25 countries

Every program built with a dedicated engineer

Companies: Aptar, ArcelorMittal, Equans, EDF, Ubisoft and Microsoft.

Learning objectives

Understand the strategic stakes of customer experience
Know the key levers to optimize the customer journey
Implement concrete actions to improve customer satisfaction
Use tools and indicators to measure and manage customer experience
Effectively manage customer feedback and complaints
Develop empathy and active listening in interactions
Design and conduct relevant satisfaction surveys
Analyze customer data to identify areas for improvement

Program

Module 1Introduction and Stakes of Customer Experience

Definition of customer experience, differences between customer service and customer experience, customer experience as a competitive advantage, presentation of various sectoral examples. Individual diagnosis: current state of customer experience in your organization. Introduction to customer journey mapping.

Module 2Optimizing the Customer Journey and Digitalization

Deciphering the key steps of the customer journey, identifying irritants and friction points, best practices to smooth the journey. Introduction to UX (user experience) online and in-person. Digitalization of customer relations: chatbots, omnichannel platforms, automation vs. personalization. Workshop: mapping and redesigning the customer journey.

Module 3Measuring and Managing Customer Satisfaction

Measurement indicators: NPS, CSAT, CES, retention rate… Setting up satisfaction surveys: construction, distribution, analysis. Managing feedback and complaints: turning dissatisfaction into a loyalty opportunity. Practical workshop: analysis of customer feedback and corrective action plan. Developing empathy and active listening.

Module 4Customer Culture and Team Alignment

Involving the entire company in customer experience: role of management, communication, cross-functionality. Developing customer culture and internal mobilization. Practical cases: leading collaborative workshops, sharing best practices. Action plan: building a continuous improvement program for customer experience.

Module 5Exploiting Customer Data and Innovation

Collecting, structuring, and analyzing customer data. CRM tools and customer listening platforms. Identifying trends and anticipating expectations. Innovation in service of customer experience: personalization, co-creation, design thinking. Preparing a customer experience improvement project applicable to each participant's organization.

Evaluation method

Intermediate and final quizzes
Individual and group practical case studies
Presentation of an improvement project applied to one's environment

Learning method

Interactive courses led by an expert
Real case studies and role-playing exercises
Collaborative workshops and group work
Complete training materials and practical resources

Methods, materials and delivery

The Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program is delivered onsite or remote (blended-learning, virtual classroom, remote presence). At Learni, an industry-certified training organization, every program is built to maximize skills acquisition regardless of the chosen format.

The trainer alternates between demonstrative, interrogative and active methods (through hands-on labs and/or scenarios). This pedagogical approach guarantees concrete learning that's immediately applicable at work.

Equipment required

For the smooth delivery of the Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program, the following equipment is required:

Mac or PC computers, high-speed fiber internet, whiteboard or flipchart, projector or interactive touch screen (for remote sessions)
Training environments installed on workstations or accessible online
Course materials, hands-on exercises and complementary resources
Post-training access to materials and educational resources

For intra-company training on a site outside Learni, the client commits to providing all required teaching materials (computers, internet, etc.) for the smooth delivery of the program in line with the prerequisites in the communicated program.

* contact us for remote delivery feasibility** ratio varies depending on the program

Skills assessment methods

Assessment of skills acquired during the Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program is performed through:

During training: case studies, hands-on labs and professional scenarios
End of training: self-assessment questionnaire and skills evaluation by the trainer
After training: completion certificate detailing acquired skills

Program accessibility

Learni is committed to making its programs accessible. All our programs are accessible to people with disabilities. Our teams are available to adapt the pedagogical methods to your specific needs. Please contact us for any adjustment request.

Enrollment terms and lead times

Registration is possible up to 48 business hours before the start of training. All our programs are built for corporate L&D budgets and delivered onsite or remotely.

The Learni story

Founded by engineers and learning experts, Learni's mission is to make high-impact tech training accessible to teams everywhere. We work remotely with organizations across the US and Canada, in your time zone, to help teams upskill fast.

Our method

Training quality, guaranteed at every step

Before, during, after: we frame the brief, introduce the trainer, tailor the content and measure impact. You stay in control from kickoff to wrap-up.

Step 1

Rigorous trainer selection

Each trainer is validated on three criteria: hands-on field expertise, proven pedagogy and alignment with your industry.

Triple validation: technical, pedagogical, sectoral.
Minimum rating 4.8/5 over the last 12 sessions.

Step 2

You meet the trainer beforehand

30-minute video call between you and the selected trainer to validate the fit, adjust content and clear any final doubts.

Live briefing on goals and team context.
Veto right — we swap the trainer for free if needed.

Step 3

Content tailored to your context

No recycled slides. The syllabus is reworked from your real cases: tools, constraints, vocabulary, ongoing projects.

Hands-on cases drawn from your stack and projects.
Program co-written then validated by your team.

Step 4

Continuous quality follow-up

Live evaluations, 30/90/180-day check-ins and a consolidation plan. If the impact misses the mark, we rework it.

NPS, knowledge quizzes and skills self-assessment.
Satisfaction guarantee: fully satisfied or free rework.

A simple promise: you don't pay to discover the trainer on day one. Everything is validated upfront, by you.

A child walking to school with a backpack

Our social commitment

A school kit donated to a child for every training booked

To fight inequalities in access to education, Learni donates a complete school kit to a child in need for every training booked. You build your skills, a child heads back to school.

Backpack, notebooks and essential supplies
Distributed through our partner charities
Included, at no extra cost to you

Enroll and offer a kit

FAQ

Frequently asked questions

What can participants do after Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training?+

They can understand the strategic stakes of customer experience, know the key levers to optimize the customer journey and implement concrete actions to improve customer satisfaction. Those are the stated objectives of the Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program at Intermediate level, checked by the end-of-session assessment.

What does the Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program cover, day by day?+

Day 1: Introduction and Stakes of Customer Experience. Day 2: Optimizing the Customer Journey and Digitalization. Day 3: Measuring and Managing Customer Satisfaction. Day 4: Customer Culture and Team Alignment. Day 5: Exploiting Customer Data and Innovation. The Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program runs over 3 days, delivered on site.

How is Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training assessed?+

Assessment relies on intermediate and final quizzes, individual and group practical case studies and presentation of an improvement project applied to one's environment. Learni issues a completion certificate together with the individual assessment report at the end of the Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business program, which an L&D team can file as evidence.

How much does Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training cost per participant?+

Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training is priced on quote. The amount depends on headcount, format and how far the syllabus is tailored to your team. A detailed quote is sent within one business day, and team pricing covers the whole group from the second participant.

How long does Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training take?+

3 days, available live online (US time zones) or on-site at your offices. Half-day tracks spread over several weeks are possible so the team stays operational.

Who pays for Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training?+

Most US teams pay directly through their company L&D or training budget. Learni invoices in US dollars and accepts bank transfer (ACH/wire) or card, with volume pricing for teams. A purchase order is welcome.

What do participants need to know before Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training?+

Prior experience in customer relations or sales management.

Is a certificate issued after Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training?+

Yes. A Learni completion certificate is issued, along with the individual evaluation report. Learni is a certified training provider and prepares for third-party certifications, but does not award them itself.

Does Learni provide the equipment for Boosting Customer Satisfaction: Complete Training on Improving Customer Experience in Business training?+

No. A computer and a stable internet connection are required for each participant. Learni provides the learning platform, the trainer and all course materials.

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