A distinctive customer experience is one of the most important factors that set successful companies apart from others. Customer experience is no longer just about providing good service; it is a strategic process aimed at understanding customer expectations and meeting their needs in ways that exceed expectations, thereby contributing to building a sustainable relationship and long-term loyalty. This training course, ""Customer Experience Foundations,"" offers an opportunity to understand the core concepts of managing and improving customer experience, assessing customer satisfaction, and strategies for customer retention and growth. In this course, you will learn the essential steps to implement a customer experience program and the key concepts of customer experience, including customer journey mapping, segmentation, and Voice of the Customer (VoC) analysis. You will also learn how to create ""customer persona"" models to analyze and anticipate customer behavior. Additionally, you will explore how to segment customers into meaningful groups, enabling you to provide personalized interactions and targeted strategies that enhance their satisfaction and engagement. Furthermore, you will conduct internal evaluations of customer experience practices within your organization to ensure the collection, analysis, and integration of customer feedback in business decisions for continuous improvement. The course also introduces methods to transform customer requirements into actionable standards within the organization, exploring tools like the Kano Model to prioritize customer needs and elevate service quality. Moreover, we will cover the entire customer journey and how to design each step to achieve an integrated and effective experience, from operational processes to building dedicated customer experience teams, with a focus on customer satisfaction metrics to ensure ongoing improvement. This course serves as a comprehensive roadmap for any professional seeking to develop their skills in managing customer experience effectively and professionally, and for companies aiming to achieve a competitive advantage based on customer satisfaction and loyalty.