Contextual cases
Scenarios and examples connected to participant roles and business reality.
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— Craskills flagship course · CX
Customer Experience and Service Design
Map journeys, identify friction and improve service moments that shape trust and loyalty.
CSDesigned by Craskills Learning and Development Solutions
Contextual learningAdapted to participant roles
Hands-on practiceRelevant workplace situations
7 learning modulesClear, practical architecture
Offline / OnlineFlexible delivery options
CustomisableAligned to organisational goals
About this courseBuilt around the moments
Built around the moments
that matter at work.
Map journeys, identify friction and improve service moments that shape trust and loyalty. This instructor-led course develops practical capability through guided demonstrations, relevant workplace cases, structured practice and an application plan. It can be contextualised for the participant group, industry and organisational priorities.
Designed for
Sales, marketing and customer teamsBusiness development professionalsEntrepreneurs and growth leadersClient-facing managersWhat you’ll learnCapabilities you can
Capabilities you can
apply immediately.
01Translate customer evidence into needs
02Map journeys across channels and teams
03Prioritise high-impact service improvements
04Define service standards and measures
Course curriculumA practical learning
A practical learning
architecture.
7 modules • Practical activities • Customisable delivery
01Customer understanding
−
Segments, jobs, expectations, emotion and evidence.
Guided learning • Practice • Workplace application02Journey and service mapping
+
Stages, touchpoints, backstage work, pain and hand-offs.
Guided learning • Practice • Workplace application03Experience improvement
+
Priorities, prototypes, recovery and inclusive design.
Guided learning • Practice • Workplace application04Service operating rhythm
+
Standards, ownership, feedback and measures.
Guided learning • Practice • Workplace application05Voice-of-customer research
+
Combine interviews, feedback, complaints and behavioural evidence.
Guided learning • Practice • Workplace application06Service recovery design
+
Respond to failure in ways that restore trust and organisational learning.
Guided learning • Practice • Workplace application07CX improvement lab
+
Redesign a priority journey and define an implementable service blueprint.
Guided learning • Practice • Workplace applicationLearning experienceLess presentation.
Less presentation.
More participation.
Participants work with relevant situations, guided practice, peer discussion, reflection and practical action planning.
Guided practice
Structured exercises that make new behaviours safer to try and easier to repeat.
Application tools
Frameworks, checklists, templates and action plans designed for use after the course.
Completion credentialCertificate
Certificate
of participation.
Certificate available, subject to the agreed delivery design and participation requirements.
CRASKILLS.Certificate of
Participation
Participation
Delivery optionsRight-sized for your
Right-sized for your
learning objective.
One-day foundation workshop
Instructor-led • Offline / Online • Customisable
Two-day applied practitioner lab
Instructor-led • Offline / Online • Customisable
Four-module capability journey
Instructor-led • Offline / Online • Customisable
Customised organisational academy
Instructor-led • Offline / Online • Customisable
Continue building capability
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Better questions, evidence and judgement.
View course →Frequently asked questionsUseful answers
Useful answers
before you begin.
Is this course suitable for beginners?+
Yes. The learning design starts with clear foundations and is adapted to the participants’ existing experience and responsibilities.
Can this course be customised for our organisation?+
Yes. Examples, activities, terminology, case situations, duration and outcomes can be contextualised for your industry and participant roles.
Can the course be delivered online and offline?+
Available delivery modes for this course are Offline / Online. The final format is agreed around group size, location and learning objectives.
Will participants receive a certificate?+
Certificate available. Any participation or completion requirements are confirmed in the agreed course proposal.
How can we request a proposal?+
Use the enquiry button and share your audience, preferred dates, location, delivery mode and expected outcomes. The Craskills team will recommend an appropriate design.
— Let’s shape the right experience
Bring this course
to your people.
Share your audience, location, preferred duration, current challenges and expected outcomes.
Request a course proposal →