- This course has passed.
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.
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 special May 2024 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 May 2024 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 May 2024 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 >
Meet Your Trainer, Daniel Ord
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
Great course! Great facilitators/consultants - thanks Rod and Simon
25 November 2024
Review of November 2024 Customer Journey Mapping
We can’t thank Rod & Simon enough for the flexible way they accommodated our team and our learning needs. We undertook the creation of our Customer Experience Journey in addition to our normal work and Rod & Simon enabled us to be supported to undertake the work in between our sessions so that each training sessions was then applied into practice.
We feel more than capable now to undertake more Customer Experience Journey Mapping exercises independently. Thankyou again Rod & Simon!
Head of Change & Optimisation, APAC
HAYS Specialist Recruitment
Response from CX Skills
Thanks Melissa for leaving a lovely review for Rod and Simon and we’re thrilled you’ve been able to adopt the learnings and lead the charge on customer journey mapping for your business!
Excellent course covering strategy and best practice thinking for CX
8 August 2024
Review of July 2024 CX Management Fundamentals course
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.
Head of Brand and CX
PwC
Response from CX Skills
Thanks Shelley for taking the time to leave a review and super happy to hear that you found it a valuable investement and put some of the learnings to immediate use!
Authentic Course with Genuine Learnings
30 July 2024
Review of July 2024 CX Management Fundamentals course
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
Chief Customer Experience Officer
Southern Cross Care QLD
Response from CX Skills
Thanks Meredith, what a lovely review and glad to hear you found the course engaging combined with some great learnings. And yes, it’s very easy to get lost in time when engaging with Daniel!
Lots of Key Takeaways
25 March 2024
Review of March 2024 CX Management Fundamentals course
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!
Operation Manager
Hyatt
Response from CX Skills
Thanks Jac, really glad it’s given you a fresh perspective on your current job and we wish you well on your CX journey!
A fantastic CX Management Fundamentals course!
25 March 2024
Review of March 2024 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 Lead
Suncorp
Response from CX Skills
Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!
CX Management - CCXP Exam Preparation Workshop - ONLINE
25 March 2024
Review of March 2024 CX Management Fundamentals course
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!
Managing Partner
Nucleus Advisory Sdn. Bhd. (Malaysia)
Response from CX Skills
Thanks Jimmy and loved the WOW acronym!
Comprehensive and interesting class
25 March 2024
Review of March 2024 CX Management Fundamentals course
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.
Customer Care Manager
Cathay Pacific Airways
Response from CX Skills
Thanks Justin, so glad you enjoyed the course!
CX Management fundamentals - Highly recommended
6 September 2023
Review of August 2023 CX Management Fundamentals course
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!
Customer Experience Coordinator
Whyalla City Council
Personal, relatable and practical.
23 June 2023
Review of May 23 Customer Journey Mapping
The course was amazing. This is the first journey mapping course I have attended, and I was sceptical – I was worried it would be very broad, hard to apply and full of jargon.
It was the opposite, and I am continually referring back to the learning materials and putting into practice what I learnt.
Senior Service Designer
TasWater
CX Contexualised!
6 June 2023
Review of CX Management Fundamentals (May 2023 class)
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.
Product Design / Business Analyst
Blue Label Telecom
I was prepared very well for the CCXP exam!
10 January 2023
Review of February 2022 Customer Experience Management Training
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!
Director - Data & Personalization
IVE Group
Intense yet very enjoyable learning
10 December 2022
Review of December 2022 Customer Experience (CX) Management Fundamentals
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.
Innovation Director
Haier
Highly recommend the Customer Journey Mapping course!
5 January 2022
Review of Customer Journey Mapping (Private Course)
Shane is a fantastic facilitator who guides you through this practical, hands-on course where you get to create your own customer persona and journey map using Mural, an online journey mapping and collaboration tool. Whether you’re new to customer journey mapping or just want a refresher, this course will cover everything you need. Highly recommend!
Organisational Development Business Partner
Canterbury Bankstown Council
Customer Journey Mapping
10 December 2021
Review of Customer Journey Mapping (Private Course)
A great session with Shane giving us some good insights and practise with Customer Journey Mapping.
Organisational Development Lead
Canterbury Bankstown Council
Interactive experience
10 December 2021
Review of Customer Journey Mapping (Private Course)
I loved that there was a focus on practical learning and how the theory tied in with our discussions. It was great as well to think from a customer point of view as sometimes we can get lost and focus on what the organisation wants to do, rather than what the customer needs. Overall, great learning experience.
Business Analyst
Canterbury-Bankstown Council
May 2024 Introduction to Customer Experience course modules
The May 2024 Introduction to Customer Experience Course is split across two modules delivered over a single 4-hour online 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 May 2024 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
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 Date & Time
The May 2024 Introduction to Customer Experience Course is delivered via Zoom on the following date and time:
Friday, 31st May 2024 – 12:30 to 16:30 AEST (Melbourne, Australia)
The course workbook and Zoom link will be sent to all attendees before the course commences.
Date and time don’t suit you? Check here for more options >
Pricing and Payment Options
The May 2024 Introduction to Customer Experience Course is $348 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.
*Please note we need a minimum of four attendees to ensure we can deliver a quality training experience. A full refund will be provided if the minimum number is not met!
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.
