Bespoke CX Courses for your Organisation
Why Choose Bespoke CX Training?
Every organisation is different, with unique goals, challenges, and customer expectations. Our bespoke CX courses are designed to meet your precise requirements, whether you’re starting your journey or refining advanced practices. Each programme is built to empower your teams, foster a customer-first mindset, and deliver measurable business impact.
Course Example 1: Customer Journey Mapping Workshop
Visualise and improve every step your customers take.
This interactive workshop helps teams identify friction points, create seamless experiences, and drive service innovation.
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Format:
On or two days (can be adapted to suit your needs).
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Benefits to the Client:
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Understand customers' true experiences and expectations
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Break down internal silos and align around common goals
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Prioritise improvement opportunities for maximum impact
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Who Should Attend:
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CX managers
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Marketing and service leaders
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Cross-functional team leads
Course Example 2: Customer Communication - Soft Skills
Strengthen the human side of customer experience.
Participants develop the communication mindset and practical soft skills required to manage expectations, handle pressure, and build trust in demanding customer environments.
The programme focuses on clarity, empathy and professionalism in written and verbal interactions, particularly where complexity, delays or escalations are involved.
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Format:
One or two days (customised to your organisation’s context, scenarios and customer realities).
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Benefits to the Client:
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Establish a consistent standard for customer communication across teams
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Increase confidence when handling complaints, difficult conversations and delivery challenges
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Improve clarity and tone in written communication (email, tickets, updates)
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Strengthen collaboration between customer-facing teams under pressure
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Protect customer trust even when operational constraints exist
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Who Should Attend:
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Customer service and order handling team
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Customer support and technical support staff
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Sales and account management teams
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Operations and planning teams interacting with customers
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Team leaders responsible for customer communication quality
Course Example 3: Driving Performance Through Customer Focus
Strengthen performance by embedding a genuine customer focus across your teams.
This practical programme equips managers and teams to think, decide and act from the customer’s perspective, translating customer insight into everyday behaviours that improve results, collaboration and accountability.
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Format:
One or two days (flexible and customised to your organisation’s objectives, maturity level and current challenges).
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Benefits to the Client:
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Align teams around a shared understanding of customer value
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Improve decision-making by applying a structured customer lens
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Increase ownership of customer outcomes across functions
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Break down silos that negatively affect the customer experience
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Translate customer insight into measurable performance improvements
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Who Should Attend:
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Senior leaders and department heads
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Team leaders and supervisors
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CX, service and operations managers
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Cross-functional teams involved in customer delivery
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Any manager responsible for improving customer-focused performance
Fully Tailored to Your Needs
These examples are just a starting point. Each course will be fully customised — from content depth and industry focus to delivery style and duration. We collaborate closely to ensure the learning experience aligns with your culture and strategic priorities.
Why Work With Michael Brandt CX-Excellence?
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Over 25 years’ global experience in customer-centric leadership and training
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Expertise in cross-cultural team dynamics and change management
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Practical, actionable, and tailored to real business challenges
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Recognised thought leader in CX strategy and transformation
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Experience delivering courses to organisations such as ABB (Globally), Hitachi Energy (Switzerland & Sweden), Volvo (Sweden), the NHS (United Kingdom), and many others.