Customer Experience Lab
Design service journeys that customers actually recommend.
- Audience
- Service, operations, and CX teams
- Formats
- 2-day lab · 6-week improvement sprint
- Duration
- 16 – 40 hours
- Delivery
- Onsite or live virtual
Overview
What this programme does.
A journey-mapping and service-design programme that converts complaint data into prioritised fixes. Teams map real journeys, quantify friction, and leave with an owned backlog of improvements.
Teaching Showcase
Mapping a moment of truth
Mapping a moment of truth
Workshop excerpt.
What to Notice
Key Takeaways & Measurable Insights
Validated journey maps for priority customer segments
Ranked CX improvement backlog
Measured satisfaction lift on piloted journeys
Modules
How the programme is structured.
- 01
Evidence-based
We start from your complaint data, CSAT, and contact center transcripts.
- 02
Journey mapping
End-to-end maps validated against frontline reality.
- 03
Prioritised backlog
Fixes ranked by customer impact and implementation effort.
- 04
Frontline buy-in
Service staff co-design the changes they will deliver.
Previous sessions
Where this programme has run.
Journey mapping wall
Riyadh · 2-day lab · 26 participants
Frontline co-design session
Dammam · 22 participants
Client feedback
What sponsors said afterwards.
“Our front-line agents usually resent corporate CX initiatives. Because they designed the fixes themselves, adoption was immediate.”