<img src="https://secure.leadforensics.com/146720.png" style="display:none;"> Strategic Approaches to Customer Services Programme - CMI Level 7

Strategic Approaches to Customer Services Programme - CMI Level 7

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Strategic Approaches to Customer Services Programme - CMI Level 7

“Managing customer experience is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy." Gartner 


This course is designed to help leaders put customers at the heart of their company’s vision, mission and strategy. From gaining an understanding of the broader commercial context and competitive environment, the programme will help to map out the customer journey and pinpoint their needs and expectations. This will provide the opportunity to highlight internal strengths and weaknesses and address how to further develop the leadership ingredients that support a customer-centred organisation. A key part of this will be learning how to develop an effective people strategy for customer success; how to recruit, develop and reward teams. Furthermore, you will explore how to develop and consistently monitor and evaluate your company’s processes to create an excellent customer experience.

Course Summary


CMI Level 7 Award in Strategic Management and Leadership - Optional


3 Day


Virtual Central Manchester Central London

Delivery Method and Price:

Virtual Classroom:

Face to Face Classroom:


Interested in this Course?

About the Programme

This programme has been designed to help those in management and leadership positions, including those at board and C-level. Specifically, this programme is aimed at professionals to influence their customer journey/user engagement and organisational change.   

This course is for you if: 

  • Want to learn more about people strategy; recruiting, managing and developing high performing teams 
  • Want to understand, analyse and enhance the customer journey 
  • Want to develop a strategy which puts the customer at the heart of your organisation 


*Please note that some of the materials and objectives may be subject to change depending on discussions, activities and needs of the cohort upon reflection of delegate responses to the pre-programme questionnaires.*

On completion of this programme, you will: 

  • Understand how to put the customer at the heart of the company’s vision, mission and strategy 
  • Have developed an understanding of the customer experience and their complete journey through the service or product offering 
  • Learn how to analyse and interpret the external context and competitive environment 
  • Be able to look through the lens of both customer experience and leadership skills to develop personal growth in both of these important areas 
  • Understand the current customer journey along with their needs and expectations 
  • Be able to build an effective people strategy; learning how to recruit, manage, and develop teams to enhance the customer journey 
  • Be able to develop a holistic overview of the customer journey, allowing a greater understanding of the importance of measurement, analysis and a sustainable continuous improvement environment. 

Session 1

  • Vision, mission and strategy 
  • Mapping the external context and competitive environment 
  • Customer journey 
  • Customer needs, competitive analysis and benchmarking

Session 2

  • Internal strengths and weaknesses 
  • Leadership and emotional intelligence 
  • Building an effective people strategy 
  • Recruitment and development of teams 

Session 3

  • Developing processes for an excellent customer experience 
  • Measures for success 
  • KPIs and balance scorecard 
  • Systems to communicate customer insights 

CMI Level 7 Award in Strategic Management and Leadership

This qualification is designed for managers who have the authority and personal inspiration to translate organisational strategy into effective operational performance. The qualification requires managers to build on their strategic management and leadership skills, and to focus on the requirements of implementing the organisation’s strategy. You will be required to take the theory, thought leadership and research discussed on the programme, and implement it in your professional life by focusing on your own leadership development, and positively challenge organisational strategy. 


The CMI Level 7 Award in Strategic Management and Leadership is designed for directors and senior managers who have the authority and personal inspiration to translate organisational strategy into effective performance. This qualification requires senior and aspiring senior leaders to build on their skills in strategic management and leadership and to focus on the requirements of inter-organisational strategy. 

Participants will be required to complete one assignment that requires taught theory to be applied to the strategic organisational context, with a focus on customer experience. 

James Willerton

James Willerton


With more than 10 years of business consulting and professional service experience, James has developed a well-rounded and practical perspective on strategic development and human capital development at all levels and cross-industries both nationally and internationally.  With a focus on innovation in strategy development, James is a certified 'exceptional trainer’.  He has a diverse background in business management, innovation, strategy development, organisational development, recruitment and operations. 

During his role in recruitment, James applied advanced psychometric techniques and personally assessed over 1,000 candidates for client’s businesses, as well as his own. Combined with coaching, this has given him an advanced experience of dealing with the human psyche and obtaining optimal results for human capital and organisational development. 

James has a very approachable manner, with valuable real-world experience as an employer and a senior consultant to a wide-range of industries and organisations.

Our dedicated In-House Training team can work with you to create a tailored training course that creates an optimal learning experience. Our bespoke built training programmes are designed around your needs and allow you to meet the specific requirements of your business.

Click here to view our In-House Training services.

Download In-House Training PDF
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Is this course right for you?

  • Understand the leader’s role in the effective management of an organisation
  • Inspire, influence and build high performing teams
  • Build on your strategic leadership and management skills
  • Learn effective management techniques and tools


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