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Customer Experience Management Fundamentals

September 4 @ 9:00 am - September 6 @ 5:00 pm | $3795
Customer Experience Training Course in Melbourne 2019

Transform Your Customer Experiences With Our 3 Day Masterclass!

End of Financial Year Sale!!!  Save 20% if you book before 30 June 2019 – use coupon code EOFY2019 to apply your discount in checkout. 

Sell More – Retain More – Supercharge Your Business With Happier Customers!

Want to sign up more customers, more often? Increase customer satisfaction so you retain more, and grow your business faster?

Ready to nail your KPI’s and exceed your sales targets by learning how to keep your customers at the forefront of everything you do?

These days, your customers NEED to be at the heart of your business. Basic reputation and brand recognition tactics will no longer cut it. The traditional approaches and ‘hard-sell’ no longer work. And focusing on processes, without considering what your customer really needs and wants, will never get you the results you desire.

In order to close more sales and retain crucial customers, you need a killer Customer Experience strategy.

Navigate the customer experience battleground by spending 3 days learning these leading, global CX strategies from a renowned global trainer (Daniel Ord, OmniTouch International).

This course will give you, or your organisation, that extra edge when it comes to designing customer-centric processes and systems that actually work!

Go beyond the surface-level interactions to create more reliable positive outcomes!

Learn how to delve into the heart and soul of your customers, to truly connect with their greatest motivations and desires. Every human on the planet wants to be understood!

Uncovering who they are and what they need is paramount to increasing customer conversion rates.

Provide superior ongoing help and support to retain more customers!

Discover techniques to ensure your current customers feel valued and supported at every stage or every step of the process. Stop making costly mistakes that lose you business – and instead, continue to grow and dominate your market.

Go the extra mile – to supercharge your business!

Let’s face it, business owner or consultant is prepared to go the extra mile to learn these advanced and comprehensive strategies and their haphazard results and lack-lustre reputations often reflect this.

But by investing in this course you prove you are – and with all the knowledge you gain you’ll undoubtedly come out on top!


Secure your ticket today!  


Who should do this course?

The world’s leading Customer Experience association, the CXPA, has established industry-leading certification for Customer Experience professionals.

The Certified Customer Experience Professional credential – ‘CCXP’ -proves your mastery of the 6 Customer Experience competencies identified by the CXPA as critical for CX professionals.

Participants who join our CCXP Exam Preparation course are not required to take the CCXP Exam.  We normally have a mix of people – those who want to upgrade their mastery of Customer Experience for their own personal & career development as well as those who want to earn the prestigious CCXP credential.

  • Customer Experience (CX) Managers
  • Customer Service/Call Centre Manager wanting to expand their skill set
  • Marketing Managers
  • Customer experience consultants
  • General Management looking to expand their skillset with a customer focus
  • Business owners

Basically, anyone who either has accountability for the customer experience in an organisation or business!

What will be covered?

This comprehensive course will cover the following six core CCXP competencies:

1. Customer Experience Strategy

The CX strategy defines and describes your intended customer experience, how it links to our overall objectives and how it aligns to your brand values and attributes.

2. Customer-Centric Culture

Learn the building blocks of establishing a customer-centric culture across your business.

3. Voice of the Customer, Customer Insight, and Understanding

Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research.

4. Organisational Adoption and Accountability

How to ensure your organisation acts on customer insights.

5. Experience Design, Improvement, and Innovation

Learn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives.

6. Metrics, Measurement and ROI

Learn how to choose the right CX Metrics and how to do the analysis and get the results out there including:

  • Data architecture
  • Return on Investment
  • Principles of Customer Valuation.

In addition, we provide a comprehensive module on Understanding Customer Experience to ensure alignment and understanding what Customer Experience ‘is’, how it ‘works’ and considerations to bring it to life in the organisation.

What’s involved in this course?

In the CX Management Fundamentals Workshop, we will:

  • Provide a strategic understanding of each of the six core customer experience competencies (as detailed above).
  • Share examples, case studies and stories around each competency.
  • Provide practice quizzes for each competency domain.
  • Document how the competencies interrelate with each other.
  • Understand how to establish the business case for CX.
  • Address the roles & practices around Personas, Journey Maps, VOC & VOE programs.
  • Build out exercises that allow participants to apply concepts to real-world scenarios.
  • Provide a forum for interaction, sharing and dialogue.

If you have accountability for the customer experience in your business, or you help businesses improve their customer experiences for a living, you just found the perfect course!

About your trainer:

The course will be delivered by Daniel Ord from OmniTouch International.

Daniel Ord training for CX Skills in Australia

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre and customer experience publications and he is renowned for his natural training style, great storytelling and a wicked sense of humour!

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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

In 2019, OmniTouch International became one of only a handful of global authorised CXPA training partners and to the best of our knowledge, this is the first time in Australia this course has ever been offered by an authorised CXPA training partner.

Read some of Dan’s articles on CX Central or check out his profile on LinkedIn.

Added Bonus – Prepare for the CCXP accreditation (optional)

This course will give you the foundation knowledge to enable you to go on and complete the global CCXP accreditation if you wish.

As of May 2019, there are just 15 accredited individuals in Australia and over 800 worldwide.

There is a cost to sit the exam and you will be required to do some additional study – you can find out more about this here >

(This accreditation is by no means necessary in order for you to immediately implement the strategies taught and get results for your business or for those you consult for!)


Here’s how others described the course

“Daniel is a demonstrated expert and champion of CX. He demonstrates his passion for excellence with such humility and empathy and does so much to help people grow in this area. He’s an amazing facilitator and has a unique way of connecting the dots in a way that allows people from diverse background to understand the inner workings. It’s been a privilege to know him.” Murali Karuppiah — Apple Support, Worldwide Strategic Quality

“Daniel brings intelligence, good humour, creativity and financial discipline to everything he addresses. 

“Love the way it was structured with perfect examples & stories to highlight/define each competency”

“Many great moments of insights and perspectives”

“Daniel was knowledgeable, fun and super engaging and I didn’t have one single moment of boredom throughout the course”

“Daniel makes it interesting with his experience and knowledge, a great investment!”

“Very fulfilling and helpful knowledge to aid my understanding on how to survey customers”

“The journey mapping is extremely useful as it allows me to have a more systematic way of looking at things from a customer perspective”

“Perfect pace – not too fast and totally focussed on the learner’s experience”

Ready to update your skills, nail your CX strategy and kill the competition?


Secure your ticket today!  


Payment Options

Tickets can be purchased using a credit card, direct bank transfer or via invoice (the course must be paid in full prior to course commencement). Just choose the option you’d like in the checkout options below.

Discounted accommodation and car-parking is available from the venue or it’s just a short stroll through the beautiful gardens to Melbourne CBD.

End of Year Sale!!! 

Book before 30th June 2019 and you’ll save 20% off the course price (no other discount coupons apply). Use the coupon code eofy2019 to claim your discount.

Though we offer online registration below and some customers prefer that – we are always here for you. If you’d don’t want to book online just email us and we’ll handle all the registration requirements with you and on your behalf.

if you are happy to book now, just scroll way down below and click the green ‘Add to Cart’ button.


September 4 @ 9:00 am
September 6 @ 5:00 pm
Courses Category:
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Pullman Melbourne on the Park
192 Wellington Parade
+ Google Map
03 9419 2000


CX Skills
+61 3 9008 7287

Key Information

Course Duration:
Three Days
Best suited for:
Managers, Executives, Customer Experience Professionals
Daniel Ord


27 available
CX Management Fundamentals - Melbourne Sep 2019$3,795.00