Digital Customer Experience & Service Design

Training Modules & Courses

Digital Customer Experience & Service Design

Overview

This module equips organizations with the skills to design customer-centered digital experiences that drive engagement, satisfaction, and loyalty. Participants learn how to map customer journeys, identify pain points, and build service designs that deliver seamless digital interactions across channels.

Who This Module Is For

Customer service and support teams
Marketing and customer experience professionals
Product and service design teams
Business managers and operations leaders
Organizations seeking to improve digital customer engagement

Learning Objectives

By the end of this module, participants will be able to:

Understand the principles of customer experience and service design
Map customer journeys and identify key touchpoints
Design user-friendly digital services and experiences
Use customer feedback to improve service delivery
Build a culture of customer-centered innovation

Key Topics Covered

Explore essential topics that equip you with the tools and strategies to design exceptional digital customer experiences and optimize service delivery across all channels.

Customer Experience (CX) Fundamentals

Understand the core principles of CX to create meaningful, customer-focused experiences that drive engagement, loyalty, and long-term business success.

Customer Journey Mapping

Learn how to map the end-to-end customer journey, identifying key touchpoints, pain points, and opportunities for improving digital service delivery.

Service Design Principles and Frameworks

Master the foundational principles of service design and explore frameworks that guide the creation of customer-centric, seamless, and efficient service experiences.

UX/UI Basics for Digital Services

Gain a solid understanding of UX/UI fundamentals, focusing on designing intuitive, accessible, and user-friendly digital services that meet customer needs.

Omnichannel Service Delivery

Learn how to create consistent, high-quality service experiences across multiple digital channels, ensuring seamless transitions and integrated customer support.

Feedback Loops and Continuous Improvement

Discover how to collect, analyze, and act on customer feedback, using data-driven insights to continuously improve digital services and customer satisfaction.

Measuring CX and Service Performance

Learn how to effectively measure and evaluate customer experience performance using key metrics and KPIs, enabling data-driven decisions and targeted improvements.

Delivery Mode Options

Choose the learning format that best suits your needs, whether it’s in-person, on-site, online, or a blended approach, to ensure flexible and effective training for your team.

Campus-Based (In-Person) Training
Client-Site (On-Site) Training
Online Learning (LMS-Enabled)
Blended Learning

Duration Options

Select from flexible training durations to suit your organization’s schedule and learning objectives, ranging from focused 2-day sessions to in-depth multi-day workshops.

2–3 Days (CX Fundamentals & Journey Mapping)
4–6 Days (Service Design & Experience Optimization)
Custom Duration (Based on organizational needs)

Value to the Organization

This module helps organizations improve customer satisfaction, reduce churn, and create competitive advantage through superior digital service experiences. It strengthens service delivery, streamlines customer touchpoints, and drives customer loyalty through user-focused design.

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Billbrain Institute of Technology (BIT)

Billbrain Institute of Technology is a subsidiary of Billbrain Technologies established to shape the future of technology education and innovation. Through full academic programmes, short professional courses, and applied research.

Our Aim

Nurturing the next generation of technology leaders by delivering a guided, industry-relevant curriculum enriched with hands-on learning, mentorship, and real-world engagement.