Certificate in Customer Experience Management (CEM) for Professionals 13-09-2020

Certificate in Customer Experience Management (CEM) for Professionals Training Course in Dubai, UAE

Course overview

Course overview

In the present market situation, the ones who decide the success or failure of a business are the customers. They vote with their money, opinions and reviews as to whether a business will flourish or fall on hard times. Thus, understanding your clients and delivering quality customer service (which then converts into Client Experience) has become a matter of the highest importance.

All forms of client interaction with a company- from initial info request all the way to aftersales support –form the overall CX (Customer Experience). In this course, participants study and obtain a comprehensive and detailed understanding of what customer experience is and how to achieve the best CX results. CX is a strategy which must be formed and implemented into a business’ DNA to secure its development and growth, and this course delivers the knowledge and skills on how to achieve this objective. This course exposes the strategies of excellent Customer Experience Management that can help you to understand your customers better and ultimately increase the profits of your organization.

The course examines the fundamental concept and pillars of the Client Journey and provides the information and strategies on achieving customer experience excellence. Included in the course are the following key topics:

  • Understanding the methods of Consumer Experience Management
  • Exploring the key elements of a Buyer Experience Program
  • Assessing the current status of CX from the customer’s point of view
  • Adjusting a company’s CX strategy according to the type of business
  • Setting essential standards for the Digital Shopper Experience
What will you gain

What will you gain

This intensive Atton Institute course is designed to provide participants with the key pillars and insights of CX Management. Upon completion, you will:

  • Develop business service flow according to the best CX standards
  • Explore the substantial value and advantages of the pragmatic CEM model
  • Recognize clients’ needs and reasons why and how these are changing
  • Learn how to succeed with the right balance between internal and external customers
  • Acquire a unique skillset that boosts your professionalism and career
  • Build an unforgettable digital experience for your clients to beat the competition
  • Master all steps and elements of effective interaction with customers
  • Apply principles of the modern shopper experience to achieve loyalty and satisfaction
  • Minimize the costs of client service and increase revenue and overall efficiency
  • Guarantee your future professional growth by developing greatly in-demand skills
  • Study the best praxis of successful companies and apply these methods in your workplace
Course Content

Key facts


Course code:


5 days


Admission requirements:




Certificate upon successful completion

Course schedule sample one day

08:30 AM  -  10:00 AM  -  First Training Session
10:00 AM  -  10:15 AM  -  Coffee Break
10:15 AM  -  12:00 PM  -  Second Training Session
12:00 PM  -  12:15 PM  -  Coffee Break
12:15 PM  -  02:00 PM  -  Third Training Session
02:00 PM  -  03:00 PM  -  Lunch and Networking
Fees & whats included

Fees & what is included

Early bird 70 days before course start date Early bird 25 days before course start date Regular Course Fee
USD 3,400.- USD 3,900.- USD 4,400.-
  • For early registrations special prices apply as outlined above.
  • The regular, special and early bird courses fees include the applicable 5% VAT.
  • Companies - register 2 participants for the same course and date and get one place free.
  • Only one type of discount can be applied to the same course & date registration.
  • For larger corporate clients there are special packages. Contact us for details.

At Atton Institute we do our best to ensure that all our courses and trainings are provided with the highest industry standards, are time efficient and praxis related, and bring the best education results. Our courses have the most up-to date info and secure the excellent course fee to value ratio quality.

Course Fee Includes

  • Extensive Workbook with Course Materials
  • Handouts and other Supporting Materials
  • Practical Examples and Various Case Studies
  • Quick Reference/Top Tips Guide
  • Professional & Experienced Instructor
  • Accelerated and Intensive Learning Techniques
  • Relationship Building within Course
  • Post Course Action Plan
  • Index of Additional Suggested Materials
  • Course Completion Certificate
Free Valet Parking
Coffee Breaks
Free WIFI access

Course certificate

Image for: Atton Institute Certificate

When would you like to start

Certificate in Customer Experience Management (CEM) for Professionals - 15 Sep 2019 Dubai, UAE
Certificate in Customer Experience Management (CEM) for Professionals - 12 Jan 2020 Dubai, UAE
Certificate in Customer Experience Management (CEM) for Professionals - 10 May 2020 Dubai, UAE
Certificate in Customer Experience Management (CEM) for Professionals - 13 Sep 2020 Dubai, UAE
Course Content

Course content

  • Introduction and Course Overview
  • Customer Experience Essentials
    • What is customer experience (CX) and why is it important?
    • The growing role of customer experience
    • What CX means for me at my workplace
  • Who Are Your Customers?
    • Internal vs External Customers
    • The right balance of attention to both customers groups
  • Understanding Customer Needs and Expectations
    • Types of expectations – grouping and analysing
    • Meeting and exceeding expectations
    • First impressions exercise
  • Definition, Importance and Key Principles of Customer Experience Management (CEM)
    • What is Customer Experience (CX) management about?
    • How CX is different when compared to customer service
    • Concept of providing the exceptional customer service continuously
    • Increasing complexity of customer service and its elements
    • Top 10 guiding principles that you can't neglect
  • Changing Landscape of Customers’ Expectations and Wants
    • Revealing the reasons why customers behaviour is changing
    • Consequences of the changes for different departments
    • Upcoming changes – what to expect from the nearest future
  • Elements of Customer Experience – Vital Aspects You Must Know
    • Customer experience measurement pyramid (McKinsey method)
    • Getting inside customer’s minds
    • Exploring the best practices for each element
  • How Customer Experience Depends on the Type of Business
    • Different Industries and Different Expectations
    • Why Customer Experience is important for every industry
    • International cases of successful introduction of advanced Customer Experience
  • Digital Experience and Its Growing Role
    • Who are your Digital Customers and why they are so important?
    • What sets the standards of digital customer experience
    • Expectations and forecast on changes in digital customer experience
  • What Shall Be Done by a Company to Deliver Great Customer Experience
    • Best channels to deliver seamless CX
    • 5 Steps guide for delivery of excellent Customer Experience
    • Techniques on how to measure and appraise the results
  • Designing Customer Journey – Efficient Tool to Enhance Overall Customer Experience
    • Why customer journey is so important?
    • Reviewing all important and crucial moments the Journey consists of
    • Best approaches to make more effective and visual
  • Setting the Standards for Customer Experience Excellence
    • Designing the right CX standards
    • Setting and applying the standards and guidelines
    • Control of implementation of CX standards at all levels of the company
  • Summary: Evaluation of Your Current Praxis from the Customer Standpoint
    • Methods how to look at your business with customer`s eyes
    • Best means to collect necessary information from your customers
    • Understanding the actions you should take to improve the current CX
Participant insights

Participant insights

The course was highly beneficial for my job and career. This info will clearly give me the great support for my day-to-day tasks.
Muhammed A. (Senior Auditor)Auditing Company, Dubai.
What I have learned in the course was exactly what I was looking for. Highly clear and pragmatic with perfect guidelines on how to use it at my work.
Antony S. (Manager) Drilling Equipment Company, Abu Dhabi.
A very useful course that provided new insights in the customer behavior and definitely would help me with my communications with customers.
Mario A. (Business Owner) Boutique Shops, Dubai.
Great thanks – one of the best courses I have made.
Brian G. (Projects Coordinator) Events Management Company, Ras Al Khaimah.
Exciting and inspiring course. Helped me to see things differently and re-organize our customer service department.
Abbas H. (Company Manager) Project Engineering, Muscat.
Would really suggest the training to any professional who is in charge of customer care.
Jane A. (General Manager) Real Estate Company, Dubai.
The time spent at course was really enjoyable and useful. Easy to understand and I used part of knowledge the next day after training.
Samira K. (Sales Team) Car Rental, Abu Dhabi.
Was the real great overview on what I shall do to improve in the Customer Service in my business.
Syed H. (Company Owner) Data Storage Solutions, Dubai.
The info I received on the course is the surprise for me. Never though of such simple techniques which help to handle difficult customers conversations.
Gabriela H. (Manager) Call Center, Sharjah.
The training I have chosen was very useful and informative with a number of very useful points. Was well explained by the trainer.
Colin G. (General Manager) Safety Equipment, Riyadh.
The program was very explanatory and gave me a lot of points to re-think. Would sure make a difference to my work approach.
Gabriela Y. (Supervisor) Call Center, Kuwait.
Would recommend to my team members to attend the same course. It would positively help me to do my job better.
Udo C. ( Department Head) Heavy Machinery Maintenance, Abu Dhabi.
The time spent at the course was the excellent investment – a lot of useful and practical info. Exactly what I was looking for.
Idul R. (Supervisor Sales) Construction Materials, Umm Al Quwain.
It was great idea to join such training. Would be a definite backing in my career development. Thinking of taking more courses – on other subjects.
Cristina R. (Sales Coordinator) Retail Company, Dubai.
The training was a great mixture of information and practical aspects. The instructor was highly professional and the course was organized the excellent way.
Samaa J. (Projects Manager) IT Solutions, Oman.
I really liked the scope and the style of the training – very friendly, a lot of communication and highly informative.
Stefan L. (Client Relationships) Insurance Company, Doha.
It was a great idea to join such training. All members of our team shall complete it. A lot of new points and useful hints.
Burcu W. (Marketing Head) Corporate Banking, Abu Dhabi.
Was really pleased by the content of the course and qualifications of the instructors. Got a lot of useful points for my business.
Marty Z. (General Manager) Travel Company, Dubai.
Great trainer and perfect information materials. Was really worth to attend. A lot of insights and ideas on how to improve job performance.
Daniel D. (PR Officer) Private Hospital, Muscat.
As we were in the process of restructuring of our call center this training was just perfect for the time. Remarkable and valuable suggestions and solutions.
Joselito B. (Marketing Department) E-commerce, Dubai.
The course was very beneficial and practical for my duties. Handling complicated customers from now on would be easier. Great instructor. Perfect training venue.
Amira Z. (Sales Manager.) Designer Apparel, Abu Dhabi.
FAQ for Internal Part of the Courses:


We use the best and latest educational praxis. All of our courses and trainings are designed using our unique Atton LPI Learning Methodology© which guarantees the delivery of extensive knowledge over a short time period with an easy-to-understand approach. All course materials are absolutely unique and are the combination of fundamental and systematic knowledge, practical studies and real-life implementation elements.

We deliver in our 3- to 5-days trainings knowledge and skills which are commonly delivered over a much longer period of time – thus truly saving our participants time and money.

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If your aim is to obtain the most wide-ranging overview in a certain area of expertise, we commonly suggest that you choose one of our popular trainings in the relevant category. The popular trainings cover the widest scope in each area and for this reason they are greatly valued by our participants.

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For details on the available discounts and special training admission fees, please see the section “Course fees and discounts” on the course page.

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Professional, up-to-date expertise is one of the most powerful elements of success in the modern business and career environment.

Our Courses and Trainings are highly useful for business owners, management and employees at all levels and provide, in a highly effective way, current and solid professional development qualifications and skills combined with practical real-life essentials.

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