There is a lot of Customer Experience (CX) professionals out there 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 what customer experience encompasses.
So we created this special November 2022 Introduction to Customer Experience course to help everyone understand what CX is (and isn’t). Because that’s where it begins when you want everyone to contribute to great CX outcomes.
Drawn from our leading CX Management / CCXP Exam Preparation 18 hour workshop, our November 2022 Introduction to CX training course isn’t only content-rich – it’s fun!
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 facilitate and engage in CX conversations and understand how CX can improve profitability, employee engagement and, of course, happier customers.
We’ve been teaching CX courses since 2001 and whilst many of our participants seek to become CX Leaders and Consultants, it’s also becoming clear that there are others who want to increase their awareness and understanding of CX practices and principles without striving to be a CX practitioner.
The November 2022 Introduction to Customer Experience course is delivered over a single 4-hour session to fast-track CX Learnings with typical attendees for this course including:
The trainer for the November 2022 Introduction to Customer Experience 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 he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
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 excel.
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 November 2022 Introduction to CX course is split into two modules delivered over the 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 makes sure that everyone in the organisation knows what kind of experience we will deliver.
And we have to consider both who we are – and what customers want – to put together that great CX Vision we can all rally around.
On completing the November 2022 Introduction to Customer Experience course you will:
Like all our courses, we incorporate plenty of exercises, discussions and laughter to ensure you have a great learning experience!
Whilst we have been training face to face all over the world for more than 20 years, like everywhere, COVID changed the way we needed to operate.
We now run all our courses online and our content and supporting materials have been adapted to ensure we still deliver a premium training experience.
With the physical barrier to course attendance removed, we’ve also been thrilled to now be more easily joined by students from all across the world adding 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 contact centre, customer experience, customer service and leadership-related courses facilitated exclusively by industry professionals. We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
The November 2022 Introduction to Customer Experience course is delivered via Zoom on the following date and time:
The course workbook and Zoom link will be sent to attendees the day prior to the class commencing.
Date doesn’t suit? Check here for more options >
The November 2022 Introduction to Customer Experience course is $497.00 AUD per person ex GST.
Tickets can be purchased using a credit card or invoice – just select your preferred option on Checkout. Included in this course: