Today customers expect a flawless and on-demand service. With the growth of technology and automation, we can pay for goods with a single click, tap through barriers and have our queries resolved within twenty-four hours. This amounts to growing pressure on the public sector where the quality of service can vary widely.

Join our Creating a Positive Customer Experience Strategy course to better under your customers’ journey from start to finish to help you create a tailored and enjoyable experience for each service user.

Through interactive workshops and expert-led discussions, learn how to measure customer insights so your organisation can refine current and future services, in turn saving effort and costs.

Leave the day with a toolkit to gather, interpret and turn your data into designing the right journey for your customer.

Unlocking the Power of Virtual

Our virtual courses have been designed with you in mind. From group exercises in breakout rooms to live chat, whiteboards and interactive polls, we use a range of tools and techniques to ensure that you can connect with your trainer; network and share best practice with your peers and leave the day with the skills you need.

Our courses provide you with an interactive and engaging learning environment that can be accessed from any location, helping you to continue to connect, learn and grow. Click here to discover more!

Please note we will use Zoom to virtually deliver this course.

trainer photo
Jonathan Bottomer
Management Consultant

Jonathan is a Certified Management Consultant and a member of the Institute of Business Consulting (an organisation within the Chartered Management Institute), the professional body for Business Consultants. He currently works as a Consultant at the Department for Work and Pensions.

Jonathan specialises in helping local authorities (and DWP’s Agencies) improve their effectiveness and efficiency of the administration of Social Security Benefits.

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Learning Outcomes

  • Understand the basic principles of CX
  • Learn the importance of digital and data in customer facing environments
  • Define service expectations through data
  • Design the right journey for your customer
  • Refine future services through continuous improvement
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:25 - 09:45


09:45 - 10:00

Trainers Welcome and Introduction

10:00 - 11:00

Introduction to CX Strategy and Principles

  • Importance of immediacy and digital in today’s services
  • Basic principles of Customer Experience (CX)
  • Channels and Platforms
11:00 - 11:15

Morning Break

11:15 - 12:00

Case Study: Insights and Efficiencies

  • How to gather and interpret your customer data
  • Turning insights into service delivery
  • Automation and AI
12:00 - 13:00

The Customer Journey

  • Service expectations in your organisation
  • Conversion, loyalty and advocacy
  • Designing the right journey
13:00 - 13:45


13:45 - 16:00

Workshop: Continuous Improvement

  • Planning for future improvements
  • Mindset of looking for constant improvements
  • Reviewing your systems
16:00 - 16:15

Round -Up and Key Takeaways


Central Government & Agencies - Virtual

Delegate Price
£345 + VAT

Local Government, Housing, Education & Health - Virtual

Delegate Price
£345 + VAT

Charity - Virtual

Delegate Price
£345 + VAT

Private Sector - Virtual

Delegate Price
£445 + VAT