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.
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:
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 >
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.
The May 2024 Introduction to Customer Experience Course is split across two modules delivered over a single 4-hour online session.
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.
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.
On completing the May 2024 Introduction to CX online workshop, you will:
Like all our courses, we incorporate plenty of exercises, discussions and laughter to ensure you have a great learning experience!
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.
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 >
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 >
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:
Available Discounts:
*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.Â