Creating and managing excellent user experience (UX). By the end of this course, there will be clarity on the most important steps of defining a coherent customer experience in all the customer touch points (physical and digital world), and will be able, through methodologies and real-life case studies to link the strategical orientation of the concept with its operational challenges. 

In a rapidly transforming market, traditional banks currently have a hard time finding the right mix between core business and innovation. The training module provides guidance on how to design, develop, and implement excellent services as a strategic asset. 

The Servqual model applied to CX course is about learning how to apply the Service quality model in your own organisation to measure tangibility, reliability, responsiveness, assurance, and empathy, in order to deliver excellent service quality, including excellent CX.