Measuring, Monitoring & Improving Customer Experience

Hilton Trinidad and Conference Centre, Port of Spain,
15th-16th May 2023

Measuring, Monitoring & Improving Customer Experience

- Matching customer experience with changing customer needs and expectations in post-COVID19

Yet more and more people demand quality, the service delivered, like the product purchased, must conform to the requirement of the customer but the quality of a service differs fundamentally from that of manufactured products, in the way it is produced, delivered, consumed and evaluated.

Unfortunately, service can be difficult to monitor and measure to ensure conformance to customer requirements: consider one type of service provided by many different service providers, delivered on different days to different customers with different expectations! This suggests that every service delivered could be unique, so how are we expected to deliver satisfaction to all of our customers, consistently and sustainably?

Measuring the level of satisfaction with a service is a complex process but, fundamentally, at the point of consumption it has two prime dimensions: one, the customer expectation of the service to be delivered and two, the perception of the customer experience once delivered. And, as you will have difficulty improving something you do not measure, finding a robust system for measuring customer expectations and their experience, is critical.

The aim of this 2-day course is to develop the skills needed to improve understanding of all the aspects of customer service that lead to satisfaction and loyalty. This will include: understanding what influences customers’ expectations together with the perception of their experience; how and why gaps arise between customer expectations and the customer experience; how to close those gaps; how to use measuring tools and techniques to maintain an understanding of the customer experience; how to use tools to improve customer delivery processes and how to manage customer complaints at a strategic level.

 Methods and Class Size

We aim to help you understand the best practice of customer experience management. To do so, we will present you with a range of learning experiences including presentations, case studies, exercises and simulations; and the class size will be capped small to ensure optimized learning result.

Certificate of Attendance

 On successful completion of this course you will be awarded Certificate of Achievement bearing the signatures from both the Expert Trainer and the Organizer. This Certificate will testify your endeavour and serve towards your professional advancement.

For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com
Or please call us at Tel: +65 6282 7082

Day One

Administration, introductions, course objectives and methods

The Business Case

The Voice of the Customer

  • Exercise: identifying all key stakeholders
  • Exercise: identifying the different levels of customer needs

Managing Customer Expectations

Understand the gap between customer needs and expectations:

    • Exercise: using an Affinity Diagram to develop insights into the dimensions of service quality

The Knowledge Gap – the gap between customer expectations and your understanding of customer expectations:

    • Exercise: Exploring potential reasons for the existence of a Knowledge Gap
    • Exercise: Exploring potential strategies for closing the Knowledge Gap
    • Exercise: developing a customer survey tool based on Gap Analysis
    • Short case studies

The Standards Gap – the gap between your understanding of customer expectations and the service standards that you set:

    • Exercise: exploring potential reasons for the existence of a Standards Gap
    • Exercise: exploring potential strategies for closing the Standards Gap
    • Short case studies

Day Two

The Service Performance Gap – the gap between the service specification and the actual service delivered by customer-facing staff:

    • Exercise: exploring potential reasons for the existence of a Service Performance Gap
    • Exercise: exploring potential strategies for closing the Service Performance Gap
    • Case study: a different approach to employee compensation systems
    • Short case studies

The Communications Gap – the gap between what you promise, and the actual service delivered:

    • Exercise: exploring potential reasons for the existence of a Communications Gap
    • Exercise: exploring potential strategies for closing the Communications Gap
    • Short case studies

Developing a strategic complaints management system:

    • Exercise: defining a customer complaint
    • Short case study: How to use complaints management to convert potential ‘distractors’ into loyal customers
    • Case Study: best practise?
    • Short case study: using Pareto Analysis to dramatically reduce customer complaints

Case study: World Class Customer Service

Action Planning: Exploring how to transfer learning to the workplace.


For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com

Or please call us at Tel: +65 6282 7082

About Your Expert Trainer

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Alan Power
Award Winning General Manager

Alan Power is an international corporate management trainer and consultant with over 30 years experience working in the UK service sector. He has a passion for service excellence and is an expert in developing and deploying business improvement strategies including Lean and Six Sigma.

In the early years of his career he was a highly successful corporate trainer who led several initiatives to establish world-class corporate training capabilities for his employers. Today, he is able to draw on that experience when designing, developing and delivering corporate training programmes for his international clients.

Later in his career he became an advocate of Quality Management and, as a consequence, led a number of initiatives to introduce quality management strategies for his employer. This interest resulted in his appointment to a role as General Manager for a banking division, an appointment he used to demonstrate the many business benefits of adopting quality management and service excellence strategies. His experience during this time forms the foundation of the case studies he uses today to illustrate quality management and service excellence strategies during his training programmes. The success of his approach was demonstrated when the division he led won several awards, including:

  • The Digital Quality Award (1993),
  • The Quality Scotland Prize for Business Excellence (1994)
  • The Quality Scotland Award for Business Excellence (1996)

Alan’s final appointment in his corporate sector career was as Head of Quality Policy & Strategy, a head office role that gave him responsibility for deploying Business Excellence strategies throughout an organisation that employed over 86,000 staff. During this period he launched initiatives that today have resulted in his ex-employer becoming one of the leading practitioners of Lean Six Sigma in the UK.

In 2003 Alan set up his own management consultancy, MPOWER (UK) Ltd. offering training and consultancy in Service Excellence, Lean Operations and Six Sigma, in the UK, the Middle East and further afield.

Alan has also been a part-time visiting lecturer at the University of Warwick where he lectured on Quality Management and the University of Leicester where he lectured on Service Excellence.


For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com
Or please call us at Tel: +65 6282 7082


This course is designed for you if you work in customer services, customer relations, marketing, sales, service quality, client relations, collections, operations, complaints handling and customer support roles in all sectors of the economy, including: finance, retail, healthcare, e-commerce, service, transportation, manufacturing, IT, government departments, etc.

For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com
Or please call us at Tel: +65 6282 7082


Learning Objectives

By the end of the programme delegates will be able to:

  1. Outline the business case for developing a strategy for measuring, monitoring and improving the customer experience
  2. Explain how to listen to the voice of the customer
  3. Describe how to manage customer expectations
  4. Outline how to develop a comprehensive understanding of customer expectations and customer experience
  5. List the dimensions of customer service
  6. Demonstrate an ability to analyse the causes of gaps that arise between customer expectations and customer experience
  7. Develop strategies for closing the gaps between customer expectations and customer experience
  8. Explain the impact of employee morale in delivering service excellence
  9. Outline a strategy for managing customer complaints

Methods and Class Size

We aim to help you understand the best practice of customer experience management. To do so, we will present you with a range of learning experiences including presentations, case studies, exercises and simulations; and the class size will be capped small to ensure optimized learning result.

Pre-Course Questionnaire
A pre-course questionnaire will be sent to you some days before the course through which you can raise your specific areas of interest. The course facilitator will review and analyze these in advance and address them during the course, seeking to satisfy your learning needs.

Certificate of Attendance

On successful completion of this course you will be awarded Certificate of Achievement bearing the signatures from both the Trainer and the Organizer. This Certificate will testify your endeavour and serve towards your professional advancement.


For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com
Or please call us at Tel: +65 6282 7082


Knowledge Partner

Oxford Business Group (OBG) is a global publishing, research and consultancy firm, which publishes economic intelligence on the markets of Latin America, the Middle East, Asia, and Africa.

OBG offers comprehensive analysis of macroeconomic and sectoral developments, including banking, capital markets, energy, infrastructure, industry and insurance.

OBG’s acclaimed economic and business reports are the leading source of local and regional intelligence, while OBG’s online economic briefings provide up-to-date in-depth analysis. OBG’s consultancy arm offers tailor-made market intelligence and advice to firms operating in these markets and those looking to enter them.

Event Endorser

MCLI was established in 2004 by infrastructure investors, users and service providers on the Maputo Corridor to address constraints hindering freight movement and to market the viability of the corridor for regional trade. Its partnership of public and private sector members and proactive role has resulted in visibility, credibility and acknowledgement as a model corridor management institution.

Resulting from investment in key infrastructure, the corridor has been a powerful instrument of regional and economic integration; with over $5billion invested in the region since its inception, resultant capital flow has provided sustained economic growth on the corridor in recent years.

Inherent to MCLI’s success is its leveraging of relationships at the highest level to pursue its vision of a cost effective, reliable logistics route. www.mcli.co.za

Media Partners

CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users which have experienced products and services first-hand and have an interest in letting other potential buyers their thoughts on their experience. CrowdReviews.com is driven by an algorithm allowing for both customers and providers of products and services to understand how the rankings are determined. The service can be used by potential buyers to learn more about their vendors prior to making a purchasing decision

Voicesofleaders is a global business network for top executives and companies to Meet, Share and Grow.

We empower entrepreneurs, sme’s and large businesses to succeed by providing customized business profiles by building brand reputation, boosting business potential while increasing business networking among members of VL leaders network.

The customized Business profiles allow you to: Meet top executives across a wide variety of industries, sectors and countries. Share, your business needs among members looking for specific business opportunities Grow your business network at a local and international level while increasing the possibility of creating synergies, finding partners and investors.

Proudly African is an initiative of Global Village Africa which is a marketing and business platform geared towards showcasing and harmonising Africa’s development, trade and cultural diversity to a global audience.

This is where the BEST OF AFRICA in business, government and non-profit organisations unite, promoting their vision and best practice in order to find the right customers, partnerships and joint ventures – in order to grow alongside the continent’s indisputable economic potential.

The initiative has an unstoppable magnetic presence with its ever growing country and sectoral window already in over 20 African states. We invite all leaders in business and government across Africa to showcase and integrate their visions and activities so as to promote inter-Africa trade, investment and technology transfer from around the globe

The www.gvpedia.com site was launched in 2008 so the success stories from the Best of the World print publications could all feature on an online platform. We have more than 5000 pages live and growing fast. In July 2009 we launched a partnership programme and an eBook library to GVPedia which has opened up the scope for new publishing partnerships beyond the ‘Best of Series’ with complementary books and magazines that focus on travel and business from around the world.

The Partnerships Bulletin, PPP Bulletin and P3 Bulletin are a series of magazines and websites providing in-depth updates on partnership working between the public and private sector to procure, build and manage public infrastructure.

Each hard-copy edition of P3 Bulletin (Americas) and Partnerships Bulletin (UK) includes news, interviews with the top industry figures, in-depth market reports on partnership sectors and industry authored articles covering transport, waste, education, healthcare, housing, courts and leisure. Plus, the magazine includes a Business Leads section – giving you information about projects before they are even advertised.

Subscription to all three websites also gives you unlimited access to constantly updated news stories, features and searchable Project Tracker.

The websites and magazines are essential reading for industry professionals to help them make informed decisions and remain at the cutting edge of partnerships and infrastructure business information.

Africa Investor (Ai) is a specialist investment communications firm advising governments, international organisations and businesses on communication strategies for capital market and foreign direct investments in Africa. Africa investor publishes Africa investor, the leading international newsstand magazine for Africa’s investment decision makers; maintains the Ai40 Investors’ Index, hosts the Ai Institutional Investment Summit & Awards, Ai Investment Climate Summit and Investments and Business Leader Awards and the Ai Infrastructure Investment Summit & Awards, among other events.

Animus provides an overview of Sustainability activities in Africa and the direction that has been taken by most companies. The magazine uses the CSR analysis approach to validate the sustainability of various projects underway at any stage of implementation. We provide the much needed platform for sharing best practice with a growing sustainability network. www.animus-csr.com

Africa Monitor is internationally recognised as providing essential information for anyone doing business in, or with Africa. The publication provides subscribers with systematic political risk assessment, economic forecasts and business analysis for every country across the region.

Published by Business Monitor International, the emerging market specialists, Africa Monitor is broken down into four sub regional publications, of which any combination can be subscribed to. The Middle East and Africa Monitor website http://www.meamonitor.com/ includes ALL the content from the publications, a 24-month archive, and gives the added flexibility of exploring that content by country, topic or keyword.

Our publications are subscribed to by over 50% of the Global Fortune 500 companies. Why not take the time to find out why? Click here to visit http://www.meamonitor.com/ for a FREE trial, or call Tel: +44 (0) 20 7246 1403.

Live Trading News is constantly updated to bring you top market news from around the world. It is produced by dedicated staff in Hong Kong working with colleagues in Asia and the United States. We also handpick articles from the world’s top market blogs, money managers, financial experts and investment newsletters.

Live Trading news gives voice to our readers, providing access to the most savvy and experienced investors.

Our site is a free, online source for stock quotes and research. Live Trading News differs from other finance sites because we focus on what, when, and how. What to buy, when to buy it and how to trade it. We deliver opinion and analysis rather than just all news, written exclusively by other investors and traders who describe their personal approach to stock selection and portfolio management, rather than by journalists. Live Trading News features the latest multimedia technologies from online digital magazines to searchable archives of news features and background information.

Clocate.com is a leading search engine and directory for worldwide conferences and exhibitions.

For a copy of the FULL AGENDA, please send email to: hayat@neo-edge.com
Or please call us at Tel: +65 6282 7082



The course will be hold at the following hotel. It is recommended to book the hotel rooms early as there are only limited rooms available at discounted corporate room rate. Kindly contact the following for reservation:

Hilton Trinidad and Conference Centre

1B Lady Young Road, Belmont

Port of Spain Trinidad, W.I

Tel: +868 624 3211 Fax: +868 625 9710

Email: reservations.trinidad@hilton.com


We suggest you to send registration or enquiries to us via hayat@neo-edge.com directly, which can enable us to respond faster than filling in the below Form. Thank you!

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