Open Courses
H1 / 2026
Customer Journey Mapping
Master the Art of Customer Journey Mapping, and Transform the Way You Serve Customers
1 Day (Online)
Date:
21st April 2026​
​
CHF 250
Join this highly interactive, virtual workshop to learn how to map, understand, and redesign your customer journeys. Over two practical days, you’ll gain the tools and confidence to identify critical touchpoints, uncover pain points, and build a clear roadmap for CX improvement, aligned with your organisation’s goals.
Customer Experience Management
Build the Mindset, Methods, and Motivation to Lead Customer-Centric Change
​
2 Days (Online)
Dates:
​​
19th - 20th May 2026
​
CHF 450
Attending this workshop equips participants with the tools to create a customer-centric culture, which can lead to higher customer retention, increased brand equity, and reduced service costs. Participants will gain insights into developing a CX strategy that aligns with organisational goals and enhances customer engagement. This training will enable them to implement practical CX strategies, helping their organisation stand out by understanding and meeting customer needs effectively.
Customer Communication - Soft Skills
Strengthen Your Customer Communication Skills and Handle Difficult Conversations with Confidence
​
1 Day (Online)
​
Date:
​
14th April 2026
​
CHF 200
Join us for a focused one-day masterclass designed to strengthen your confidence and effectiveness in customer communication. You will learn how to handle difficult conversations calmly, manage expectations without overpromising, and respond to complaints in a way that reduces escalation rather than fuels it.
Through practical exercises and realistic scenarios, you will develop clear communication frameworks you can apply immediately in your day-to-day role. If you want to protect trust, reduce unnecessary escalation and handle demanding interactions with greater authority, this course gives you tools you can use straight away.
Course Times
Course Times are as follows:
Morning sessions: 0900 - 1200 CET
Afternoon sessions: 1300 -1600 CET
We are delighted to offer a 10% discount for students booking multiple courses!
Groups discounts available for 3 participants or more. Please enquire!
Any questions? Contact us on + 41 79 313 8528
Or write to us: info@cx-excellence.com
About your Course Facilitator
Michael Brandt
Heading 4
Michael Brandt is a CX Strategist with many years under his belt implementing CX programs in global multi-cultural organizations. With over 25 years of management experience in B2B customer-facing operations, he was most recently responsible for Customer Care across the ABB Group’s worldwide network from 2012 – 2020. In April 2020, after having left ABB, he established CX-Excellence.
​
His focus areas are training and consultancy for all CX-related subjects, but in particular Voice of Customer, Complaint Management, and Customer Journey Mapping. He is a co-creator of Lexden's Mini-MBA in CX Management programme.
Michael also has qualifications in Quality Management, Lean 6 Sigma, NPS 2, and Risk Management. He studied Business Economics at the University of Zurich in Switzerland and is a guest lecturer for Service Excellence in B2B, Customer Satisfaction Measurement, and Customer-Centric Organisations at the Zurich University of Applied Sciences, School of Management & Law.
Michael was named in Thinkers 360's Top 50 Customer Loyalty experts in 2023 and 2025, and was CX Magazine list of Top 25 CX Influencers in 2025.