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The only thing worse than training your employees and having them leave, is not training them and having them stay.”
Henry Ford

Customer Experience Skills Training

Customised Digital Customer Experience training courses.

“Customer experience is  the defining differentiator for online business success”.

With over 25 years of experience in business support, web design and Internet marketing the team at PelaTis Online have been studying and providing custom digital skills courses for companies and individuals across the UK and Europe.

We have done the learning so we can train your teams and staff to have the skills to make your business stand out on the internet.

What happens.

Discovery stage

The first step in the process of designing your customised Digital customer experience skills training program will be to evaluate what you and your team need to learn.  This is done in three stages.

  1. Set goals and business intentions.
  2. Research your current online assets and …
  3. Interview your team members, known as a training needs analysis (TNA). 

Training program Development stage

The research and information gathered during the discovery process will guide our course developer to produce a customised training program that will bring your team up to the same high standard in digital skills. 

Our team has done the work so you can benefit from the learning, directing your teams to the gaols and ambitions of your business.



“Nigel’s advice and guidance have been at times crucial. But more than this it is his ability to understand you, your customers and your market that makes everything tick”.

“Nigel T Packer is an excellent trainer who provides quality training courses in Customer Experience for the members of our federation. His knowledge of the subject is vast and his enthusiasm, helpfulness and friendliness ensures good learning outcomes for all learners on his courses”.

Customer Experience Training Courses

The breadth of the training covers every aspect of understanding, predicting, and delivering the optimum digital skills for your team.

These will include but are not limited to:

  • Benchmarking your business on day one
  • Setting business goals and timelines
  • Understanding your products and services and what they mean to your customers.
  • Researching customers
  • Developing customer hypothesis and research methods for confirmation.
  • Surveys and polls defining and creating useful customer surveys.
  • Mitigating bias
  • Online data gathering
  • Developing your customer personas
  • Your business persona (The brand book)
  • Customer journey mapping
  • Emotional journey mapping
  • Creating a strategy for broadcast and promotion
  • Using your new Customer experience digital skills
  • Search Engine Optimisation How Customer experience fits into SEO
  • Social media campaigns that contribute to great digital customer experience.
  • PPC (Pay-per-click advertising)

Customer Experience Optimisation

The better the customer experience getting to your web business, the greater the chance customers will buy.  Give you and your team the skills to optimise your customers digital journey. 

Creating Customer Personas

If you do not know who your customers are, how can you engage them.  Your marketing and sales teams need the skills to develop personas of your ideal customers to maximise their efforts.

Customer Journey Mapping

The customer journey to your online business is littered with barriers, distractions and emotions.  Create Customer Journeys that will excite  and motivate potential customers to engage or buy.

Customer Focused Content Creation

If your broadcast content is not focused on the customer, they will not progress their journey to engage.  Acquire and hone your skills in focused content writing for all content developers.

Creating Social Media Touch Points

Social media is for broadcast, providing touchpoints for new and existing customers.  Give your teams the skills to capture potential customers in the discovery stage of their journey.

Customer Focused Keyword Analysis

Powerful Search engine optimisation starts with the language of your customer.  Learn the processes of finding the optimum keywords to bring your customers to your digital assets.


Through face to face and online delivery methods the courses will facilitate your team’s development, elevating them into a crack team to promote, broadcast and drive sales and profitability for your business online. 

Training sessions are interactive from the beginning.  We do not teach you we facilitate your learning. 

All course topics and activities will be focused on your digital business development creating the strategies and campaigns that will make your customers happy and buy from you.  Your company will be the one to beat.

Session length can be tailored to fit in with your business schedules.  Sessions will be spaced out with thought challenges and  activities for delegates to carry out before the following session. 

By the time you have completed the program you will have the structure of your own work ready for implementation.


Your Customer Experience Trainer

Nigel T Packer facilitates your learning. He delivers practical transferable knowledge, which he draws from many years of  working in the digital environment running his customer experience optimisation consultancy. He is one of those rare practitioner trainers who has a depth of knowledge and experience which enables him to address the broadest of questions and scenarios from learners.

25 years of working in the digital arena, his courses offer insights and practical solutions to the problems that face e-Retailers, Business to business and professional service organisations.

In his training delivery he ensures the delegates are grounded in base principles as the building blocks of doing business online. 

Applying this knowledge and extensive practical understanding of how people use the internet and the psychology of engagement in conjunction with the changing habits has helped his clients increase their sales and enquiries to dramatic effect.

Online Tutor-Led Live Training - COMING SOON

New for 2021-2022

Online training – LIVE Tutor led sessions that focus on digital customer experience and more.

Develop your digital skillset customised to your own needs.

Affordable short sessions, no subscription or commitment.  From just £5 per session.


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