Customer Experience in Real Estate: 

Future Leaders Programme


A pioneering 6 week executive short course which will immerse you in new thinking about the landlord and tenant relationship. Spread over 8 units, you’ll come away equipped with the practical skills to design and implement a successful customer experience (CX) strategy that will help drive revenue, increase customer retention and build brand loyalty.


Online Units 1-6 now available for booking.

As part of the programme you will hear first-hand from customers and stakeholders, learn from industry experts in and outside property, and be engaged through stimulating learning based on latest research and cutting edge case studies.


Get equipped and be ready to lead the future of real estate.


What will I take away from the course?


  • Inspiration from CX best practice from within and outside real estate today


  • Practical skills to lead a customer experience (CX) improvement project in your business



  • Ability to measure your organisations CX maturity and performance in customer experience


  • A certificate from UCL evidencing your attendance and CPD participation

PART 1 (UNITS 1 - 6 online)


Unit 1 Building the Strategy

  • From bricks & mortar to hospitality – The evolution of customer experience in real estate 
  • How to assess your organisations customer experience and technology maturity
  • How to design a customer experience strategy


Unit 2 Inspired by our customers

  • What do our customers want? – case studies on how occupier requirements are changing and impact for property suppliers
  • Get listening - How to identify customer’s needs and expectations
  • Experiential design - Principles of product and service design in the experience age


Unit 3 Customer experience design

  • Introduction to customer journey mapping techniques to enhance CX
  • Practical exercise to improve customer experience
  • Innovation case studies, new technology and how to make the business case for CX


Unit 4  Leadership

  • The CX skills gap – Changing roles in real estate and how to grow CX talent
  • Leadership checklist – Are you ready to lead change in your business?
  • Taking responsibility - Your personal action plan


Unit 5 Working with Stakeholders & Partners

  • Define your stakeholders and understand how to build strong relationships
  • From B-B to B-C: Insight from end users
  • Align suppliers and compare alternative approaches to service delivery


Unit 6 Performance Measurement

  • Return on Experience - gain an understanding of financial and non-financial measures for evaluating CX impact and operational real estate
  • How to implement an NPS monitor in your business
  • Best practice reporting


The CX in Real Estate Future Leaders Programme is an eight unit programme delivered over 6 weeks + a virtual site visit

Gain real world knowledge and practical tools


Apply theory and gain knowledge from practical case studies. Take back a range of tools to your own organisation:


  • CX maturity assessment 
  • Customer research & feedback techniques
  • Customer journey mapping skills
  • Personal Leadership assessment 
  • Supplier alignment checklist
  • Performance measurement indicators

About The Bartlett

The newly formed Bartlett Real Estate Institute (BREI), is part of UCL’s world-class faculty of the built environment and is fast becoming a focal point for all built environment professionals to re-think real estate.

About Experience Makers

Experience Makers are real estate champions for CX education and research. Supported by our founder partner organisations,  Experience Makers is leading the industries transformation in thinking around customer experience and its impact on real estate performance.

The new CX in Real Estate  -  Future Leaders Programme is a collaboration by Experience Makers and the world-renowned UCL Bartlett Real Estate Institute. It is supported by Experience Makers members, UK’s leading real estate companies and investors.