CX Management Fundamentals Course - March 2027
$1,997 per person ex GST
Delivered via 4 x 5-Hour Sessions
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
The Gold Standard in CX Management Training
Customer Experience (CX) is now the biggest competitive advantage — and the leaders who master it are shaping the future of business.
The March 2027 CX Management Fundamentals course is the gold standard for professionals ready to lead that charge. Across 20 hours of live, expert-led training (delivered in 4 x 5-hour sessions), you’ll gain practical, best-practice skills that transform how CX is understood, managed and executed in your organisation.
You'll learn the five globally recognised CX disciplines that underpin the CCXP® certification — Strategy, Insights, Culture, Design and Metrics — giving you the tools to build high-performing CX programs, drive measurable business outcomes, and elevate your professional profile.
Planning to sit the CCXP exam? This course has helped professionals achieve a 100% pass rate. But even if certification isn’t on your radar, you’ll still walk away with world-class CX capabilities grounded in global standards — and immediately applicable to your work.
With a consistent 4.9/5.0 course rating from experienced CX and business professionals, the content is constantly updated, packed with real-world examples, and delivered live by one of Australia’s leading CX educators.
If you’re ready to lead customer-centric change, influence senior stakeholders, and confidently step into bigger CX leadership roles — this is your course.
Secure your seat in the world’s leading CX management course — and accelerate your impact and career.
Great course that provides a comprehensive overview of the fundamentals of CX
Daniel is a terrific communicator that is very focused on making sure that everyone has the opportunity to get what they need. This is a great course for those that are both beginning their CX journey as well as those that want to reinforce and refresh their approach to CX. It is a very logical and structured course that I would not hesitate to recommend to anyone interested in this growing field.
A short interview with Daniel Ord introducing the CX Management Fundamentals Course
This brief conversation provides an overview of the CX Management Fundamentals course, who it’s designed for, how it aligns with international certification and what attendees can expect to learn.
Tip: If you’re looking for an overview of all our avaiable customer experience courses, see our Customer Experience Courses Overview course.
Your Expert CX Facilitator, Daniel Ord
In the CX Management Fundamentals course, you’ll be learning from one of the world’s most respected voices in CX — Daniel Ord, founder of OmniTouch International.
Daniel isn’t just a trainer — he’s a globally recognised authority in Customer Experience, with credentials that include: Certified Customer Experience Professional (CCXP), ICMI Certified Associate, Call Centre Industry Advisory Council Training Partner (CIAC), and Net Promoter Certified. In other words: he knows his CX.
Sure, anyone can ask ChatGPT to whip up a training guide — but it takes decades of hands-on experience, global exposure, and real-world results to teach CX like Daniel does. And that’s exactly what you’ll get.
His sessions are engaging, inspiring, and packed with practical insights. With his signature blend of stories, case studies, and relatable humour, Daniel brings CX theory to life — making it easy to understand and even easier to apply.
No fluff. Just real CX expertise, delivered by one of the very best in the business.
Who Should Attend?
Customer Experience (CX) is now the competitive edge for many organisations — and those who understand how to lead CX with strategy, structure, and real business alignment are in high demand.
The CX Management Fundamentals course is ideal for professionals seeking to elevate their CX knowledge, build stronger customer-centric strategies, and lead with impact — whether you're just stepping into a CX-focused role or looking to sharpen your leadership capability.
This course also provides a structured, globally recognised pathway for those preparing to pursue their CCXP® certification, but is equally valuable for those who simply want to drive better business outcomes through better customer experiences.
Delivered live online over four 5-hour sessions, the format is ideal for busy professionals who want high-impact learning in a manageable, focused structure.
This course is ideal for:
- Customer Experience (CX) Managers: Building strategic capability or preparing for CCXP certification.
- CX consultants and practitioners: Validating expertise and gaining globally recognised structure and tools.
- Senior or General Managers: Embedding CX into organisational strategy and culture.
- Call Centre & Customer Service Managers: Transitioning from operations into broader CX leadership roles.
- Marketing and Digital Managers: Enhancing CX knowledge to influence customer journeys and outcomes.
- Business owners and founders: Wanting to scale customer-centric thinking and performance.
While most attendees are based in Australia, this course regularly attracts professionals from around the world — including Singapore, the UK, USA, Germany, Hong Kong, and more — making it a globally relevant CX learning experience.
No formal prerequisites required — just bring your curiosity, experience, and passion for delivering better customer outcomes.
Course Modules
20 hours of live, expert-led virtual learning — delivered over four immersive online workshops (4 x 5 hours).
If you’re serious about mastering Customer Experience Management, you need more than a quick overview — you need structure, depth, and real-world application. That’s exactly what this course delivers.
Facilitated by Daniel Ord, one of the world’s most respected CX trainers, this program has been refined since 2001 to strike the ideal balance between expert theory, practical tools, and powerful storytelling.
You won’t just learn what to do — you’ll understand why it works, and how to embed lasting CX capability in your organisation.
Every participant receives a comprehensive workbook, practical tools, proven frameworks, and real-life case studies they’ll refer back to long after the course is complete.
The course is structured into four modules, each delivered as a focused 5-hour workshop:
Session 1 (5-Hours)
1. Getting to the Heart of CX
CX isn’t Customer Service. It’s not a better website or even a better buying experience.
It’s about transforming the Customer’s perception of everything you are into something meaningful, actionable and tangible.
CX Know-How helps make that happen — by turning theory into strategy, and strategy into results.
Session 2 (5-Hours)
2. The CX Strategy & Voice of the Customer (5 hours)
Who are we? What do we represent? Do our people know who we are? And who are our Customers? What do they expect?
Crafting a CX Strategy that operationalises & supports Organisational strategy and brand and considers the needs of Customers is where it begins.
We listen – we learn. And that means a thorough understanding of listening tools & practices. Quantitative surveys, Qualitative Research, tapping on multiple sources, making insights & results ‘real’ to people through Personas & Journey Maps.
Whether it’s ethnography, social media or a relationship survey, Voice of Customer is how we listen and learn.
Session 3 (5-Hours)
3. Experience Design & Metrics (5 hours)
When it comes time to innovate or create new experiences, human-centred design helps us come up with solutions we may have never thought of before. It’s not sitting around a table brainstorming.
It’s a stakeholder-inclusive approach used to solve problems for humans by including them each step of the way.
And Metrics matter. Because they inform us of the success of our strategy and its implementation.
What objectives to choose, how to look at ROI, which experiences to measure, assembling data analytics that make sense and considering how to get action taken across the Organization. These are the elements of Metrics, Measurement & ROI.
Session 4 (5-Hours)
4. Accountability, Governance & Culture
Should we have a Chief Customer Officer? If so, what is their domain? What are the characteristics for success? And how can we tell if our Organisation takes Customer Experience seriously – that’s where Governance & Organisational Accountability come in.
It’s the sum of all the formal decisions made by our organisation regarding customer experience. And it can be seen.
Culture can also be seen. It’s observable. But what goes into crafting & building a Culture that includes Customers? It’s both surprisingly easy and difficult at the same time.
Hiring, Socialisation, Cultural Beliefs, Rewards. Do we treat customers right because we’re paid to do so? Or because it’s the right thing to do. That’s where Culture comes in.
Optimised for Online Learning – Built for Busy Professionals
The CX Management Fundamentals course is delivered online across four live sessions (4 x 5-hour workshops), with each session facilitated by Daniel Ord — live from Germany.
Running the course online provides maximum flexibility — whether you’re joining from the office or working remotely, it’s easy to fit into your schedule without the need for travel.
The 5-hour daily format allows you to stay on top of work or personal commitments while giving you time to absorb and reflect on the content between sessions — something that’s often lost in back-to-back, in-person training.
We’ve found this structure supports a more focused and manageable learning experience, with participants appreciating the space to apply ideas as they go — and the comfort of learning from wherever suits them best.
And while most attendees are based in Australia, the virtual format has made it easier for people from different regions and time zones to join in — adding fresh perspectives to discussions and case studies.
Intense yet very enjoyable learning
Daniel was able to structure and deliver the content-rich course concisely, succinctly and in a very lively manner. Relating course content to real-life examples helped in our understanding. There’s never a dull moment in class, many little nuggets of learning throughout the course.
The Five Core CCXP® Competencies You'll Learn
This CX Management Fundamentals course is designed to equip you with practical skills across the five globally recognised CCXP® competencies (aligned with the CXPA entrance exam). These were updated from six to five competencies in late 2021 and remain current in 2025.
Defines and describes your intended customer experience, how it links to your overall objectives, and how it aligns with your brand values and attributes.
Learn the building blocks of establishing a customer-centric culture across your business.
Replace guesswork with real, actionable insights using qualitative and quantitative research — and ensure your organisation acts on them.
Create new experiences or improve existing ones that help stakeholders achieve their goals.
Choose the right CX metrics, analyse them, and demonstrate ROI through data architecture and customer value principles.
🎁 Bonus Content!
In addition to the five core modules aligned to the CCXP Framework, this course includes two popular bonus modules that further deepen your CX capability and toolkit:
- Understanding Customer Experience: Build a solid foundation in what CX really means across all touchpoints and stakeholders.
- Essential Customer Research Know-How: Learn the essentials of CX measurement, customer listening, and feedback design — without needing a stats degree.
Gain an Industry-Recognised CX Certification
The CCXP® (Certified Customer Experience Professional) credential is the gold standard for CX professionals globally — and this course is the ideal preparation if you're planning to earn it.
Even if you don’t plan to sit the exam, the tools and frameworks you'll learn are aligned with these competencies and can be immediately applied in your CX role to drive meaningful change.
This course is the perfect springboard for earning your CCXP credentials
It follows the same structure and exam style — and 100% of students who’ve taken this course and gone on to sit the CCXP exam have passed.
🎁 Free 1:1 CCXP Coaching Session
As a bonus, you’ll receive a 60-minute private coaching session with Daniel Ord to help you prepare for the CCXP exam — included at no extra cost.
This session isn’t a sales pitch — it’s your chance to ask questions, check your knowledge, and get expert feedback before you book your exam.
Note: You don’t have to sit the CCXP exam to benefit from this course. If you do decide to pursue it, you’ll need to do some additional reading and pay an exam fee. Full details are available on the CXPA website.
I was prepared very well for the CCXP exam!
I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!
What Happens in the Course?
Over 20 hours of interactive, expert-led virtual training, you'll gain hands-on experience with tools, frameworks, and real-world CX practices that keep you engaged — not bored. Whether you're preparing for the CCXP or building your leadership toolkit, here's what you can expect.
Gain a clear grasp of the five core CX competencies as defined in the globally recognised CCXP framework.
Learn through practical case studies, stories, and examples that bring each competency to life.
Test your knowledge with quizzes aligned to each domain — ideal if you're planning to sit the CCXP exam.
Understand how the five domains interconnect and support a holistic approach to CX strategy and execution.
Learn how to present and justify CX initiatives that drive measurable business value.
Explore CX tools including Personas, Journey Mapping, and Voice of Customer/Employee programs.
Apply what you learn through practical activities designed to simulate real-world CX challenges.
Connect, collaborate, and exchange ideas with other CX professionals throughout the course.
Why People Love This Course
This CX Management Fundamentals course consistently receives outstanding feedback, averaging 4.9 out of 5 stars from participants across every industry.
All reviews shown below are from past attendees of this exact course — highlighting the value of the content, the practicality of the delivery, and the expertise of your facilitator, Daniel Ord.
Here’s what they have to say:
Great foundation for CX skills and knowledge with a very experienced and delightful facilitator
I recently completed this course and found it incredibly valuable. Daniel was a standout—highly experienced, knowledgeable, and genuinely a pleasure to listen to. His delivery was almost therapeutic at times, and he created a great environment for open discussion.
The content itself was strong and really helped me build my skills, especially in thinking about how to scale a CX practice within my organisation. The only improvement I’d suggest would be more opportunities to directly apply the theories to our own organisational contexts and receive feedback—but I understand time constraints likely made that difficult.
Overall, a great experience, and it’s definitely inspired me to consider pursuing the CCXP exam.
Passion oozes and learning is fun
It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Fantastic course!
A really a comprehensive and enjoyable course to attend.
Excellent course covering strategy and best practice thinking for CX
Really enjoyed this course! Designed well so that it fits with a busy work schedule.
Great content, delivery and knowledge from Daniel and interesting discussions with the group.
I found this course really valuable and have been able to implement and test some thinking and ideas immediately.
Authentic Course with Genuine Learnings
I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.
It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Comprehensive and interesting class
It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.
Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.
CX Management fundamentals - Highly recommended
This was an excellent course, very informative and easy to understand. Dan was a great facilitator, very knowledgeable and gave us great examples. It doesn’t matter if you have many years of experience or are new to CX, I highly recommend this course!
CX Contexualised!
Daniel is a knowledgeable and insightful CX professional. The training content was well structured and logical. The training has helped me understand CX as a business discipline and how the 5 competencies fit together.
I am glad I made this investment. As I start my journey to CCXP accreditation I have gained an incredible amount of confidence and I am glad to have attended.
I was prepared very well for the CCXP exam!
I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!
Intense yet very enjoyable learning
Daniel was able to structure and deliver the content-rich course concisely, succinctly and in a very lively manner. Relating course content to real-life examples helped in our understanding. There’s never a dull moment in class, many little nuggets of learning throughout the course.
A great course to comprehend the fundamentals of CX- and so much more!
I thoroughly enjoyed the CX Management Fundamentals course facilitated by Daniel Ord. The four modules were content rich, with so many key takeaways and lightbulb moments. I am looking forward to implementing all of my new knowledge.
Most engaging course!
I’d be happy to recommend Daniel’s course to anyone in my organisation, especially those whose core work is about improving outcomes for customers and optimising their experiences. I love all the frameworks and useful sets of tools that I’ve picked up in the course, and can’t wait to integrate them into the current Design Thinking practices.
Comprehensive overview of CX competencies, exceptional delivery
A well designed course covering the 5 CX competencies, presented with clarity and lots of useful tips and examples. I loved it how Daniel Ord made you feel at ease from the start, delivered the course in a highly engaging and conversational style. You’ll come away with a solid foundation, whether you are new to CX or are preparing for the practisers exam.
Excellent content, Excellent delivery, Excellent Instructor
I’ve participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my team’s customer service and customer experience development. Look forward to next one.
Enlightening and educational delivered by an expert
A professional course taught by a professional. Everyone in the course was involved. Daniel was well knowledged, and patient. He gave us plenty of examples and said we could reach out to him in the future for any doubts or questions we might have.
Great course that provides a comprehensive overview of the fundamentals of CX
Daniel is a terrific communicator that is very focused on making sure that everyone has the opportunity to get what they need. This is a great course for those that are both beginning their CX journey as well as those that want to reinforce and refresh their approach to CX. It is a very logical and structured course that I would not hesitate to recommend to anyone interested in this growing field.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
How and When It’s Delivered
The March 2027 CX Management Fundamentals course is delivered live online via Zoom, allowing participants to join from anywhere — office, home, or remote — with zero travel required.
This is a public course, meaning your team will train alongside other CX professionals, creating rich discussions, shared learnings, and peer insights you won’t get from private training alone.
Outstanding Value for Just $1,997 AUD (ex GST)
When you enrol in the March 2027 CX Management Fundamentals course, you’re not just buying a training session — you’re unlocking a premium learning experience from one of the world’s top CX trainers.
- 20 hours of live training: Delivered by Daniel Ord, one of the most respected names in global CX education.
- Comprehensive workbook: Includes real examples, exercises, and templates to apply your learning.
- Post-course resource library: Stay supported with curated materials to reinforce and extend your knowledge.
- CX peer network: Join a growing community of professionals who’ve completed the program.
- Certificate of Completion: Signed by Daniel and perfect for professional development records or LinkedIn updates.
