TAYLLORCOX brings a practical perspective on the topic "Customer experience: ITIL 5 Experience in a nutshell". Journey, emotion and measuring CX in IT.

This article draws from current topics in the training and certification field (inspired by, for example, the TAYLLORCOX blog at tx.cz) and connects them with project and service management.

What Experience addresses

First, clarify the context: what deliverables does your team need to produce, what regulations or strategic priorities apply, and where are the greatest risks? Without this, the methodology becomes just a template.

We recommend combining the official syllabus with internal lessons learned. Short retrospectives after each wave of change significantly increase the chance that new habits will stick.

1. Touchpoints and pain points.

2. Emotional and functional quality.

3. Closed loop feedback.

Quick wins

Below we outline three specific steps you can implement even without a large budget.

• Map critical path for top 3 services.

• Unify NPS and CSAT measurement.

• Link CX goals with team KPIs.

Summary

If you want a more detailed guide or certified training, contact the TAYLLORCOX team – we will prepare a course, workshop, or combination of e-learning and in-person training according to your goals.

Quick Comparison

The table contains approximate data; the final offer always depends on the course date and format.

Great CX is a system, not a brochure.

Do not forget to involve HR and security roles early – the sooner they are at the table, the less rework at the end of the project or audit.

Want to continue? Check out the schedules for PRINCE2®, ITIL® and other standards courses at prince2.cz or write to your consultant – we will be happy to recommend the right combination of modules.