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 September 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 September 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. Â 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.
Who should do this course?
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 September 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:
- Senior Executives and Managers who want to understand the various components of CX and how and why it’s critical to business success.
- 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.
- Employees of organisations that already have CX Leaders & CCXPs who want colleagues & employees in their organisation to better understand CX in a practical, motivating & engaging way.
Why your trainers experience matters
The trainer for the September 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.
Customer Testimonials for Daniel Ord
Informative, Educational and Fun!
5 July 2022
Review of June 2022 Contact Centre Management Fundamentals
A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.
Call Centre Manager
AIA Australia
Wow! Just so engaging!
22 June 2022
Review of June 2022 Contact Centre Management Fundamentals
Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!
Service Improvement Lead
Queensland University of Technology
Fantastic!
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training
I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.
Quality and Training Lead
MECCA Brands
Good course
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training
Great holistic view of the CX process!
Team Leader
Service NSW
September 2022 Introduction to Customer Experience Course Modules
The September 2022 Introduction to CX course is split into two modules delivered over the 4-hour online session.
Module 1 - Understanding 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 customer experience will we deliver?
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.
- The 4 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
Introduction to CX Course Outcomes
On completing the September 2022 Introduction to Customer Experience course 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.
Like all our courses, we incorporate plenty of exercises, discussions and laughter to ensure you have a great learning experience!
Zoom Zoom!
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.
About CX Skills
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.
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
05:53 22 Jun 22
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.
Eloise
07:00 03 Jun 22
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.
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
16:53 25 Apr 21
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.
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Jelena Prenner
22:06 03 Feb 21
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.
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
23:39 22 Dec 20
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.
Katherine Robshaw Ed Dept
04:06 30 Nov 20
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.
Kaylee Gerbes
23:43 21 Sep 20
Course Dates and Times
The September 2022 Introduction to Customer Experience course is delivered via Zoom on the following date and time:
- 5th September 2022, 12:30 to 16:30 AEDT (Melbourne 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 >
Pricing and Payment Options
The September 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:
- 4 hours of live facilitated training by Daniel Ord
- Course workbook with key learnings, examples, case studies etc (provided electronically)
Available Discounts:
- Save 15% if you book for two or more people in the same transaction (discount will be applied on the checkout page)
- ACXPA Members save 25% (no further discounts apply). View memberships >
- Volume and Private bookings – If you’d like to train multiple staff in a private session please contact us for pricing and availability.
