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Certificate In Measuring, Monitoring And Improving The Customer Experience
قياس ومراقبة وتحسين تجربة العملاء
How To Listen To The Voice Of Your Customers And The Voice Of Your Processes
2 - 5 April 2017
Dusit Thani Hotel, Dubai, UAE
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Listen to Alan Power on Develop And Establish A Business Improvement Strategy – Your Implementation Plan

"IIR (Informa) Strikes again! Revolutionary concepts for those seeking radical change to ways of looking at business in today's information age. IIR (Informa) great effort!"

Tariq Bashwari
Planning Analyst
Saudi Aramco

"This event provides the building blocks for becoming not only an effective worker, but also for developing into a genuine and sincere human being."

Cynthia Fernandes
Services and Travel Buyer
Masterfoods ME

"It is a life changing course that touches all aspects of one's life."

Mohammed Al-Fariss
Staff Projects Engineer

"An excellent course – adds real value to our experience."

Omar Jahameh
Finance Supervisor
Qatar Airways

"IIR (Informa) is able to recognise and develop new trends. The delivery of innovative case studies adds tremendous value to conferences. This gives delegates the perfect balance between theory and practice. I believe in its formula."

Professor Robert Kaplan
Harvard University


This course features discussions, case studies and exercises to improve delegates’ understanding of customer experience, measuring and monitoring customer expectations, designing effective questionnaires and other tools to help them stay ahead of their competition.

تتميز هذه الدورة بالمناقشات ودراسات الحالة والتمارين لتحسين فهم المشتركين لتجربة العملاء، وقياس ورصد توقعاتهم وتصميم الاستبيانات الفعالة وغيرها من الأدوات لمساعدتهم على تصدر المنافسة.

Course Content
  • The Business Case
  • Developing A Customer-Centric View
  • Measuring And Monitoring The Quality Of Process Outputs
  • Measuring And Monitoring The Capability Of The Transformation Process
  • Measuring And Monitoring Outcomes
  • Using Gap Analysis To Identify Improvement Priorities
  • Measuring And Monitoring Customer Satisfaction
  • Analysing And Interpreting The Results Of A Customer Survey
  • Reporting The Results Of A Customer Survey
  • Complaints And Complaint Management
  • Developing Insights Into The Drivers Of Customer Satisfaction
  • حالة الأعمال
  • تطوير نظرة تركز على العملاء
  • قياس ومراقبة جودة المخرجات العملية
  • قياس ورصد قدرة عملية التحول
  • قياس ورصد النتائج
  • استخدام تحليل الثغرات لتحديد أولويات التحسين
  • قياس ورصد رضا العملاء
  • تحليل وتفسير نتائج مسح العملاء
  • الإبلاغ عن نتائج مسح العملاء
  • الشكاوى وإدارتها
  • تطوير الأفكار الخاصة ببرامج رضا العملاء
Who Should Attend
This course is designed for you if you work in customer services, customer relations, marketing, sales, service quality, client relations, collections, operations, complaints handling and customer support roles in both the manufacturing and the service sectors.

تم تصميم هذا البرنامج للعاملين في مجال خدمات العملاء والعلاقات معهم، والتسويق، والمبيعات، وجودة الخدمات والعلاقات بين العملاء، والتحصيل، والعمليات، والتعامل مع شكاوى العملاء وتقديم خدمات الدعم في كل من قطاعي الصناعة والخدمات.

Benefits Of Attending
  • Develop a customer-centric culture based on a deep understanding of your customers' expectations
  • Develop a culture of measuring and monitoring the drivers of a customer service that impacts customer loyalty and retention
  • Design an effective questionnaire to analyse and interpret your survey results accurately
  • Appreciate your customers' expectations, experiences and behaviour
  • Introduce a complaints management process that helps you effectively respond to customer complaints
  • Build customer loyalty and effectively address any customer service shortcomings
تطوير ثقافة تركز على العملاء استنادًا إلى فهم عميق لتوقعاتهم تطوير ثقافة قياس ومراقبة برامج خدمة العملاء التي تؤثر على ولائهم واستمرارهم بالتعامل معكم تصميم استبيان فعال لتحليل وتفسير نتائج المسح الخاص بكم بدقة تقدير توقعات عملائكم وخبراتهم وسلوكهم تقديم عملية إدارة الشكاوى التي تساعدكم على الاستجابة بفعالية لشكاوى العملاء بناء ولاء العملاء والتصدي بفعالية لأي قصور في خدمتهم
In Association With

    The George Washington University (GWU)

    The George Washington University School of Business is dedicated to excellence in its teaching and research about management within the United States and internationally. The school has a 75-year history of preparing men and women for leadership in both the private and public sectors. Known internationally for its dedication to academic excellence, the school draws students from all parts of the US and around the world. For further information on George Washington University School of Business, please visit their website www.sbpm.gwu.edu

    As Informa Middle East's academic partner, GW reviews a selected range Informa business and finance certificate courses and programmes. Delegates successfully completing these courses receive an Informa/GW Certificate of Completion. GW is also our academic partner for TwentyEighty formerly ESI) courses.

    Alan Power
    Managing Director
    Mpower (UK) Ltd., UK

    Alan Power has a wide range of experience, with expertise in the areas of:

    • Operations Excellence: He is an expert in the application of new approaches to developing and managing business operations to a level where his expertise is sought as a consultant and corporate trainer. Alan has been running a highly popular series of Operations Management courses in the Middle East for 12 years; he is a member of the Institute of Operations Management and a Fellow of the Chartered Management Institute.
    • Business Excellence: Alan is an expert in the application of the European Foundation for Quality Management (EFQM) model of business excellence. Companies where he has established a quality strategy have been award winners of the Quality Scotland Award for Business Excellence and the British Quality Award, both based on the EFQM Model. He is passionate about Quality Management and has helped many organisations in the UK and further afield adopt Quality Management Strategies, these including Lean Operations, 6 Sigma, Benchmarking and the Balanced Scorecard. He has personal experience of implementing all of these strategies in a business environment.
    • Service Excellence: Alan's expertise in this field resulted in him designing a programme for a Masters Degree course for the University of Leicester. He designed the course, delivered the training material and set and marked assignments and examinations. He now offers consultancy and training in the areas of Service Excellence and Measuring and Monitoring Customer Service both in the UK and the Middle East.

    Dusit Thani Hotel

    Dubai, United Arab Emirates

    Dusit Thani Dubai

    Dusit Thani Dubai is an iconic 5-star luxury hotel that captures the essence of Thailand in the vibrant centre of this cosmopolitan city, the jewel of the UAE.

    The hotel is strategically located just five minutes from Dubai's main business hub, within walking distance from the nearest metro station and just 15 minutes from the airport. In addition, the world's tallest building, the Burj Khalifa, and the world's largest shopping mall, The Dubai Mall, are just a short walk from Dusit Thani.

    Dusit Thani Dubai
    133, Sheikh Zayed Road
    P.O. Box 23335 Dubai
    Dubai, United Arab Emirates

    Tel +971 (4) 343 3333
    Fax +971 (4) 343 4222



    Special delegate rates have been negotiated at selected hotels and we highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for required assistance on:

    T:+971-4-407 2693
    F:+971-4-407 2517
    E: hospitality@informa.com


    Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.

Date Course Fee Before
22 January 2017
Course Fee Before
26 February 2017
Final Fee
2 - 5 April 2017
US$ 3,995 US$ 4,495 US$ 4,995

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the final day examination will receive an Informa/GW Certificate of Completion.


Book and pay full fee for two colleagues and the third attends for FREE

  • Not applicable in conjunction with corporate discounts
  • Payment to be settled before start of the course to avail the offer
  • This offer is not applicable on Early Bird Prices

For more information, email Andy Watts on a.watts@informa.com

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