Introduction to Customer Experience course (CX)
$348 AUD per person
A lot is said and heard about Customer Experience (CX) professionals, but how many people really understand what CX is and what it can do for your business?
Sure, CX professionals are working to deliver insights that their organisations can use to improve stakeholder value – across customers, employees & the organisation and some powerful CX stats are showing the value they are adding.
But the CX Team typically represent only a few folks across organisations with dozens, hundreds and even thousands of employees.
And it takes everyone in the company to make great CX outcomes happen.
And what does CX even mean? Even within the industry, there is often confusion about customer experience.
So, we created this Introduction to Customer Experience course to help everyone understand what CX is (and isn’t) because it begins when you want everyone in your business to contribute to great CX outcomes.
Whether you’re a busy executive, board member, contact centre manager, work in marketing or are new to a customer experience role, this course has been designed for you.
Drawn from our leading CX Management / CCXP Exam Preparation 18-hour workshop, the Introduction to Customer Experience course provides a high-level overview of Customer Experience Management.
We cover what CX is, what it looks like and why it matters.
We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability and employee engagement and, of course, create happier customers.
Course Overview (VIDEO)
In this short video, Daniel Ord (course creator & facilitator) is interviewed by CX Skills CEO Justin Tippett to provide a short overview of this course.
Who should do this course?
We’ve been teaching CX courses since 2001, and whilst many of our participants ultimately seek to become CX Leaders and Consultants, it’s also becoming clear that others want to increase their awareness and understanding of CX practices and principles without it being their core role.
And that’s where this course fits in.
The Introduction to Customer Experience course is designed to fast-track CX learnings for those looking to broaden their understanding of CX, with typical attendees for this course including:
- Senior executives and managers who want to understand the various components of CX and how and why they are critical to business success, typically to either spark the seed on driving CX initiatives within their business or help them better work with CX professionals either inside or outside their organisation.
- Sales and Marketing professionals who want to broaden their understanding of Customer Experience and why it matters.
- Contact Centre and Customer Service professionals who want to broaden their understanding of Customer Experience (CX) and improve their career opportunities (many contact centre professionals are transitioning to CX).
- Managers of experience-related roles (e.g., Member Experience, Student Experience, etc.) who want to broaden their understanding of Customer Experience (CX) and how it can help drive business initiatives.
- Employees of organisations that already have CX Leaders and CCXPs who want colleagues and employees in their organisation to better understand CX in a practical, motivating, and engaging way.
Looking to take your CX Skills to the next level?
If you are looking to become a CX practitioner or consultant or want a deeper level of CX understanding and/or are preparing for the CCXP exam, we recommend the more advanced Customer Experience Fundamentals Course (which is an 18-hour course delivered over 4 x 4.5-hour workshops). Click here to learn more about the course >
Why your trainers experience matters
Daniel Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the May 2024 Introduction to Customer Experience online course.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Recent Customer Testimonials for Daniel Ord’s CX courses
Introduction to Customer Experience course modules
The Introduction to Customer Experience Course is split into two modules delivered over the 4-hour online/virtual session.
Module 1 - Understanding the Customer Experience
Customer Experience isn’t Customer Service on steroids. And it’s not about buying the latest technology or offering another channel.
It’s about understanding the Customer’s perception of your organisation and then proactively doing something about it.
The Building Blocks for CX
- Defining Customer Experience
- Looking at CX ‘from space’
- How to use the Customer Lifecycle & Stages
- The role & value of Journeys
- The role & value of Touchpoints
- The role of prioritisation in CX
Customer Expectations
- Drivers of Customer Expectations
- Shaping Customer Expectations
- Customer Expectations & Journeys
- Physical & emotional Customer expectations
- The CX Pyramid and how to use it
- The Jobs to Be Done paradigm
- The difference between Customer Experience & Customer Service
Module 2 - What kind of experience will we deliver?
There isn’t just ‘one’ kind of experience. Crafting & communicating the CX Vision ensures that everyone in the organisation knows what kind of experience we will deliver.
And we must consider who we are – and what customers want – to put together that great CX Vision we can all rally around.
- The four elements of CX Strategy
- Defining the CX Vision
- The CX Vision and Values
- Inputs to the CX Vision – Who we are
- Inputs to the CX Vision – Voice of Customer
- The role of Voice of Customer
- Setting Employee Standards with a CX lens
Course Outcomes
On completing the Introduction to CX online workshop, you will:
- Understand and be able to explain the definition of Customer Experience.
- Be able to describe the essential building blocks of Customer Experience.
- Recognise the difference between Customer Experience and Customer Service and why that matters.
- Learn different models for understanding how Customers perceive their experience.
- Understand the importance of having a CX Vision and the key elements of a CX strategy.
- Have enjoyed a forum for interaction, sharing and dialogue with others working in similar roles and interests.
Like all our courses, we incorporate plenty of exercises, discussions and laughter to ensure you have a great learning experience!
Optimised for Online/Virtual Training
While we have been training face-to-face worldwide for over 20 years, like everywhere, COVID changed how we needed to operate.
We now run all our courses online, and our content and supporting materials have been adapted to ensure we deliver a premium training experience.
With the physical barrier to course attendance removed, we’ve also been thrilled to be more easily joined by students from all over the world, which has added to the learning experience.
With the Australian Time Zone (AEDT/AEST), the course is suitable for a range of different countries, including across Asia-Pacific, with Singapore, Hong Kong and Malaysia regularly joining us along with attendees from the USA, UK and Europe (albeit with a bit of coffee required!)
Zoom is our platform of choice that is easily available to anyone with a web browser.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Course Delivery
The Introduction to Customer Experience online course is available to book publicly and for private sessions with the differences explained below.
Publicly Available Courses
The Introduction to Customer Experience course is a four-hour course delivered virtually/online, and tickets are available to the general public. This is perfect for small numbers of employees (you can purchase a minimum of one ticket) attending and the added benefit of meeting and learning from others on a CX journey.
As a public course, the times and dates are fixed to enable you to plan ahead around your diary. If you would like more flexibility on the dates and times or need to train a larger group, please refer to our private options.
View available public dates at the bottom of this page!
Private Course
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your team to ‘get everyone on the same page’ with customer experience.
It can also be more cost-effect to train larger groups (e.g. more than 5 people) so contact us today to learn about pricing and availability.
Pricing and Payment Options
The Introduction to Customer Experience Course is $348.00 AUD per person ex GST.
Tickets can be purchased using a credit card or invoice – select your preferred option on Checkout.
Included in this course:
- 4 hours of live facilitated training by Daniel Ord
- Course workbook with key learnings, examples, case studies, etc (provided electronically)
Available Discounts:
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Volume and Private Bookings – If you’d like to train multiple staff in a private session, please contact us for pricing and availability.
Introduction to CX Course – Upcoming Public Dates
Below are all the publicly available Introduction to CX courses. Click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card or request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
May 2024 Introduction to Customer Experience
Online via Zoom Price: $348.00 AUD ex GSTFast track your Customer Experience (CX) skills and awareness in the May 2024 Introduction to CX Course delivered by global expert Daniel Ord.
September 2024 Introduction to Customer Experience
Online via Zoom Price: $348.00 AUD ex GSTFast track your Customer Experience (CX) skills and awareness in the September 2024 Introduction to CX Course delivered by global expert Daniel Ord.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.