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Training Course for Customer Experience Management


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The CX Management Fundamentals course has an average rating of 4.9 out of 5 stars
Very good7%

March 2024 Customer Experience Management training course – The GOLD STANDARD!

Expand your knowledge of leading CX practices and processes and prepare for the CCXP Exam to gain the globally recognised CCXP credentials (optional)

With Customer Experience (CX for short) the hottest topic in business right now, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real, measurable results.

In the March 2024 Customer Experience Management Training course you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live online/virtual sessions, teaching you the five core customer experience management skills and strategies (updated for 2024) based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised best-practice techniques.

And whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification), you don’t need to apply for the CCXP exam – you’ll be able to use and apply these global best-practice CX skills with or without an exam.

With lots of great case studies, constantly updated engaging course content, and fantastic customer reviews, you can be assured that this is the ideal path to learning global CX practices and processes.

Customer Experience course for Managers

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.

Avatar for Angelo Klidomitis
Angelo Klidomitis
Head of Customer Experience
RedZed Lending Solutions

Customer Experience that matters

In this March 2024 Customer Experience Management Training course, you’ll learn the fundamentals of Customer Experience management from renowned global CX trainer Daniel Ord from OmniTouch International.

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 Net Promoter Certified.

But that aside, as you’ll notice in the customer testimonials, Daniel has an unbridled passion for educating and inspiring people on their CX journey and he is widely recognised as one of the most dynamic, knowledgeable and engaging trainers in the industry!

Daniel Ord Global Customer Experience Expert

18 Hours of Live, Facilitated Virtual Learning (Delivered over 4 x 4.5 Hour Online Workshops)

The truth is if you are serious about Customer Experience Management, there is a lot to learn.

Daniel Ord has been training CX courses since 2001 (one of the longest CX training providers in the world), and this Customer Experience Management Fundamentals course has been constantly refined to deliver an optimal training format that provides a perfect balance of theory, practice and most importantly, lots of real-life examples and stories to bring it all to life.

This course includes a comprehensive manual as well as lots of examples, case studies, frameworks and learnings that will continue to be a great reference point for you long after the course has been completed.

This public version of the Customer Experience Management course is delivered over four consecutive days with 4.5 hours each day, and with private courses, there is greater scope to arrange the workshop times to suit your business.

The four different workshops consist of:

Workshop 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.

Workshop 2. The CX Strategy & Voice of the Customer

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.

Workshop 3. Experience Design & Metrics

When it comes time to innovate or create new experiences, human-centred design helps us come up with solutions we March 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 makes sense and considering how to get action taken across the Organization.  These are the elements of Metrics, Measurement & ROI.

Workshop 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 around 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?  Or because it’s the right thing to do.  That’s where Culture comes in.

Looking for a shorter CX course option?

With 18 hours of online learning, this course is perfect for those serious about learning about Customer Experience and requires a fair amount of commitment.

If you’d still like to fast-track your CX knowledge and awareness and are short of time, we also have a 4-hour Introduction to CX training course that you may be interested in.

Learn more »

Optimised for online/virtual training

The March 2024 Customer Experience Management Fundamentals/CCXP Exam Preparation course is delivered online via 4 x 4.5-hour workshops with Daniel conducting each session live from his base in Germany (even though he’s actually American and lived in Singapore for 20 years – it’s a long story!).

Recent participants who have completed the online course have consistently provided great feedback (read the testimonials!) with the ability to have a chance to pause in-between sessions and stay across any urgent work/life matters as well as allowing some of the content to be ‘digested’ a significant advantage over attending this course onsite.

We’ve also had a much more diverse group of attendees than would be possible in person with course participants joining us from all over the world including the UK, USA, Germany, Hungary, Malaysia, Singapore, New Zealand, Hong Kong and, of course, Australia which has added enormous value to the sessions for all participants (as there is a lot of sharing).

CX Management Fundamentals online Class Photo
One of our earlier CX Management Fundamentals classes

Workshop Dates and Times

The CX Management Fundamentals training course in March 2024 is delivered across four live workshops held on consecutive days:

  • Session 1 – Tuesday 19th March 2024 12:30 – 17:00 AEDT
  • Session 2 – Wednesday 20th March 2024 12:30 – 17:00 AEDT
  • Session 3 – Thursday 21st March 2024 12:30 – 17:00 AEDT
  • Session 4 – Friday 22nd March 2024 12:30 – 17:00 AEDT

Dates don’t suit? Click here to see other options

CX Training course dates and times

Thoroughly enjoyed this course!

Review of June 2021 Customer Experience Management Fundamentals

This course was very true to its name and provides a comprehensive overview and understanding of the six competencies of successful CX Management. The facilitator was extremely engaging, exceptionally well versed in the theory and allowed for some very rich contributions and shared learnings from across the group. Highly recommend for anyone looking to expand their knowledge in this space and those looking to pursue CCXP accreditation.

Avatar for Maree Cilia
Maree Cilia
Customer Experience Lead
City of Boroondara

Meet Daniel Ord (VIDEO)

CEO of CX SKills Justin Tippett interviews the facilitator of the CX Management Fundamentals course Daniel Ord to provide some insight into this course for those who like to watch, listen and learn.

Closed Captions/subtitles are available for this video – just click the option at the bottom of the video.

Course Suitability

Customer Experience (CX) is the new battleground for many businesses delivering a range of benefits as many of the latest CX statistics will confirm!

This course is designed to benefit anyone that is looking to learn how to use the Customer Experience as the vehicle to deliver better business outcomes.

CCXP exam preparation course

Typical roles that would attend this  March 2024 CX Management Fundamentals training course would be:

  • Customer Experience (CX) Managers working towards obtaining the internationally recognised CCXP certification.
  • Customer Experience consultants and practitioners looking to validate their mastery and learn new skills.
  • Senior/General Managers & Business owners looking to expand their skillset with a customer focus.
  • Customer Service/Call Centre Managers wanting to broaden their skillset beyond the call centre.
  • Marketing Managers wanting to learn more about how they can influence the customer journey.

The skills you learn are applicable globally – we continually have students join us from all over the world including Australia, Singapore, Hong Kong, UK, USA, Germany, France and more!

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. ThereR17;s never a dull moment in class, many little nuggets of learning throughout the course.

Avatar for Maureen Tay
Maureen Tay
Innovation Director

The FIVE core CCXP competencies you’ll learn

This Customer Experience Management Fundamentals course is designed to equip you with skills in the following five core Certified Customer Experience Professional competencies (that are aligned to the CCXP entrance exam) administered by the CXPA (note that in late 2021 the CXPA refined their 6 competencies into 5).

1: Customer Experience Strategy

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

2: Culture and Accountability 

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

3: Customer Insights and Understanding

Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights.

4: Design, Implementation & Innovation

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

5: 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 and Principles of Customer Valuation.

Bonus Content!

In addition to the five modules above aligned to the CCXP Framework, we also include two additional focus areas that help CX professionals succeed:

  • Understanding Customer Experience
  • Essential Customer Research Know-How

We find that these two additional modules are not only popular, but they’ll also help deepen your CX understanding.

What happens in the course?

In this March 2024 CCXP Exam Preparation/ CX Management Fundamentals Training we will:

  • Provide a strategic understanding of each of the five 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.
Customer Experience Course Benefits

Gain Globally Recognised Certification  

This course is the perfect prerequisite to equip yourself with the industry-leading certification for Customer Experience professionals known as the CCXP accreditation (Certified Customer Experience Professional that is administered by the Customer Experience Professionals Association (CXPA)

Participants who complete this course are not required to take the CCXP Exam however should you decide to pursue the accreditation, this course is considered the ideal CCXP exam preparation course as it uses the same style and format to give you the best chance of success. In fact, everyone who has completed this course and gone on to sit for the exam has passed!

The Certified Customer Experience Professional credential – ‘CCXP’ proves your mastery of the 5 Customer Experience competencies identified by the CXPA as critical for CX professionals.

There is a cost to sit the exam and you will be required to do some additional study to finalise your preparation for the exam (mostly consisting of some additional reading) – you can find out more about this on the CCXP website >

This course is the perfect segue to gaining your internationally recognised Certified Customer Experience Professional (CCXP) credentials! 

CCXP Exam preparation training course

Exclusive bonus if you are preparing to sit for the CCXP Exam!

You don’t get to become a globally Recognised Training Provider for the Customer Experience Professionals Association without having an absolute commitment to helping people on their Customer Experience journey.

Daniel Ord includes a free 60-minute private CCXP exam preparation coaching session for anyone who has completed the course and then decides to go forward and sit for the formal CCXP exam.

This is purely a coaching session designed to help you pass the exam – it’s not a sales pitch to get some consulting work or sell you more courses, an exploratory consulting session ‘to learn more about your business’, a career counselling session and so on. It’s simply designed to help you prepare as best you can to sit the exam (there is a cost each time you sit for the exam) so you can ask questions, go over any items you’re unsure of, test your knowledge etc

It’s been a popular choice for a reason – students who have completed the course and have had their one-hour session with Daniel have a 100% pass mark for the exam!

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!

Avatar for Kevin Perry
Kevin Perry
Director - Data & Personalization
IVE Group

About your trainer, Daniel Ord

The trainer for the March 2024 Customer Experience Management course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

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.

Daniel Ord CX Training Expert
Daniel Ord Moderating global CX conference
Daniel Ord Moderating a global CX conference in Europe, October 2022

Recent Customer Testimonials 

More Customer Testimonials

“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.” 

“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”

CX Fundamentals Training Course

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.

CX Skills Australia Training Courses
CX Skills
Based on 31 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
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 teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

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 >

Outstanding Value!

When you purchase a ticket to the March 2024 Customer Experience Management course for $1,897 AUD ex GST you receive:

  • 18 hours of live facilitated training with Daniel Ord, one of the leading CX trainers in the world.
  • An optional one-hour private Exam Preparation Coaching Session with Daniel if you are going to sit for the CCXP exam.
  • A comprehensive workbook with examples, templates etc.
  • A great resource library sent post-course completion.
  • A signed certificate of completion.

Tickets can be purchased using a credit card, or you can request an invoice – select your preferred option on checkout.

Customer Experience Training Course

Available Discounts & Payment Options

Discounts are available if you book for more than one person in the same transaction (discounts will be applied automatically on checkout and no other discounts apply):

Good value customer experience course

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. 

Do you have any questions about this CX Management Fundamentals March 2024 course? 

Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >