ISM Endorsed Customer Experience (CX) and Brand Activation Professional

Program Overview

A brand promise only becomes real when customers experience it at every touchpoint, and brand activations are moments when that promise is tested in public. This course connects brand strategy with customer experience: translating brand values into experience principles, aligning touchpoints with brand identity, and planning activation campaigns such as launches, pop-up experiences, sponsorships and experiential events that generate engagement and data. Participants learn to measure activation and brand experience results and to ensure consistency between campaigns and everyday service, using examples from retail, telecom and hospitality brands in the GCC.

Learning Outcomes

• ✓Translate brand values and positioning into a set of experience principles for customer touchpoints.
• ✓Audit touchpoints for consistency with brand identity and the brand promise.
• ✓Plan a brand activation campaign with objectives, audience, concept, channels and budget.
• ✓Integrate digital and social elements to capture engagement and customer data during activations.
• ✓Measure activation outcomes using reach, engagement, lead conversion and brand perception indicators.

Target Audience

• Brand and marketing managers
• CX managers working with marketing teams
• Activation, events and experiential marketing specialists
• Retail and channel managers

Detailed Program Modules

Training Methodology

Applied Project & Assessment