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Introduction to Customer Experience training course

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May 2024 Introduction to Customer Experience training course

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.

Introduction to CX Course
Customer Experience Introduction course

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?

Introduction to Customer Experience online 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.

Daniel Ord Introduction to CX course trainer
This Introduction to CX course is delivered live by global CX expert, Daniel Ord.

Recent Customer Testimonials for Daniel Ord’s CX courses

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!

Customer Experience badge

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.

online customer experience for beginners 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
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Based on 34 reviews
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
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!
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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 >

Introduction to CX course date and time

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.
Introduction to CX training course prices

*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!

Do you have questions about this May 2024 Introduction to CX course?

Want to train your whole team or business? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

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