| Location | Duration | Kenyan Cost | Non-Kenyan Cost | Upcoming Schedules |
|---|---|---|---|---|
| Nairobi, Kenya | 5 Days | KES 115,000 | USD 1,500 | Enroll |
| Kigali, Rwanda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Kampala, Uganda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Dar es Salaam, Tanzania | 5 Days | USD 2,000 | USD 2,000 | Enroll |
| Dubai, UAE | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Abuja, Nigeria | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Accra, Ghana | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Pretoria, South Africa | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Start & End Date | Duration | Kenyan Cost | Non-Kenyan Cost | Enroll | |
|---|---|---|---|---|---|
| Sep 14āSep 22, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Sep 28āOct 06, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Oct 12āOct 20, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Oct 26āNov 03, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 09āNov 17, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 23āDec 01, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 07āDec 15, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 21āDec 29, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 04āJan 12, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 18āJan 26, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 01āFeb 09, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 15āFeb 23, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 01āMar 09, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 15āMar 23, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 29āApr 06, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 12āApr 20, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 26āMay 04, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 10āMay 18, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 24āJun 01, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 07āJun 15, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 21āJun 29, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 05āJul 13, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 19āJul 27, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Aug 02āAug 10, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
About the Course
Customers increasingly judge banks on experience quality and relationship value, not just products and pricing, making structured customer experience and relationship management capability a competitive necessity.
This programme covers customer experience design, journey mapping, segmentation-based relationship management, service recovery, and building customer loyalty across physical and digital touchpoints.
Participants leave with a customer journey map, a relationship management playbook and a customer experience improvement plan.
Target Participants
Relationship managers and customer-facing banking staff, Customer experience and service quality managers, Retail, corporate and SME relationship teams, Contact centre and digital channel service staff, Marketing and customer insight professionals, and bank executives responsible for customer experience strategy.
What You Will Learn
By the end of this course, participants will be able to:
- Analyse customer expectations and experience drivers in modern banking.
- Design customer journey maps across physical and digital touchpoints.
- Develop segmentation-based relationship management approaches.
- Apply service recovery and complaints-handling techniques to rebuild trust.
- Build customer loyalty and retention strategies for key segments.
- Evaluate customer feedback and experience measurement systems.
- Manage cross-channel and omnichannel customer experience consistency.
- Prepare a customer experience improvement and relationship management plan.
Course Duration
- Classroom ā 5 Days
- Online ā 7 Days
Course Outline
Foundations of Customer Experience in Banking
- Customer experience drivers
- Experience vs service
- Customer expectations trends
- Business case for CX
- CX maturity assessment
Understanding the Banking Customer
- Customer needs analysis
- Behavioural drivers
- Vulnerable customer considerations
- Voice-of-customer methods
- Building customer personas
Customer Journey Mapping
- Journey mapping methodology
- Identifying pain points
- Moments of truth
- Mapping physical/digital touchpoints
- Prioritizing improvements
Segmentation-Based Relationship Management
- Segmentation principles
- Relationship management models
- Customer lifetime value
- Tailoring service by segment
- Managing high-value relationships
Building Trust and Rapport with Customers
- Communication skills
- Active listening
- Managing difficult conversations
- Building long-term trust
- Cultural sensitivity in service
Complaints Handling and Service Recovery
- Complaints frameworks
- Root-cause analysis
- Service recovery techniques
- Regulatory requirements
- Turning complaints into loyalty
Customer Loyalty and Retention Strategy
- Loyalty programme design
- Retention drivers
- Churn prediction basics
- Cross-sell/deepening relationships
- Measuring loyalty
Omnichannel and Digital Customer Experience
- Channel integration
- Digital self-service design
- Consistency across channels
- Personalization techniques
- Managing channel migration
Measuring and Managing Customer Experience
- Experience metrics (NPS, CSAT, CES)
- Feedback collection systems
- Closing the feedback loop
- Reporting to leadership
- Continuous improvement
Leading a Customer-Centric Culture
- Building customer-centric culture
- Staff engagement/incentives
- Coaching for service excellence
- Embedding CX in strategy
- Sustaining momentum
Practical Outputs
- Customer journey map
- Relationship management playbook
- Complaints handling process map
- Customer experience measurement dashboard template
- Customer experience improvement plan
Training Approach
Highly practical, using service role-plays, journey-mapping workshops and real banking case studies, culminating in a personal customer experience improvement plan.
Organizational Benefits
- Improved customer satisfaction and loyalty
- Stronger relationship management and cross-selling performance
- Reduced complaints and improved service recovery
- More consistent omnichannel customer experience
- Improved customer experience measurement and reporting
- Stronger customer-centric culture
Certification
Participants who successfully complete this course will receive a Certificate of Course Completion from Devimpact Institute, recognizing the knowledge, practical skills and competencies developed through the programme.
Tailor-Made Course
This course can be customized and delivered as an in-house programme to address the specific policies, systems, sector context and capacity-development priorities of an organization. The course duration, modules, case studies and practical exercises may be adjusted following a training needs assessment.
