UNITS 5 - 8


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
  • How to implement an NPS monitor in your business
  • Practical exercise using customer feedback to drive business strategy
  • Best practice reporting


Units 7 & 8 CX Strategy & Operational Excellence LIVE PROJECT

  • Apply your knowledge to a real world business solution
  • Design and present a CX strategy in multidisciplinary teams
  • 'Dragon's Den' style pitch to panel of CX and industry leaders


+ Site Visit Best Practice Showcase

  • Virtual/Global/Physical site visit (tbc)
  • Experience best practice come to life
  • Hear from customers and stakeholders'


<<< Back to units 1 - 4

Start Date: Tuesday 4th May 2021 (9am - 1pm)


Full dates: 8 x 4hr guided online learning sessions

+ virtual site visit and online resources

(4th, 6th, 11th, 18th, 20th , 25th May; 8th, 16th, 17th June)


Course fees: £2995 + vat

(10% discount for Experience Makers members)


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:


  • Supplier alignment checklist
  • Performance measurement indicators
  • Implement an NPS monitor
  • CX strategy presentation skills


Is this course right for me?


You're an Investment, Asset or Property Manager,  Facilities Manager, Leasing or Built environment professional looking to enhance your working knowledge with a sound theoretical and practical underpinning in CX. Or you're a CX professional eager to apply your skills and discover how Customer Experience translates in Real Estate. You may be a service partner, supplier or other real estate professional looking to gain a greater understanding of the customer experience mindset and direction of travel for the industry.

Got a question about the programme? Get in touch


Course Directors

Howard Morgan

Founder and Managing Director, RealService

Guest contributors to be announced shortly.

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.