Accelerate your career with globally recognised CX skills – and prepare for the CCXP exam with confidence (optional).
Customer Experience (CX) is fast becoming the most powerful lever for sustainable business growth – and that means a huge opportunity for professionals who want to lead.
This intensive live online course delivers 20 hours of expert-led training across four sessions (4 x 5 hours), teaching you the five globally recognised CX disciplines that form the foundation of the CCXP Certification (Certified Customer Experience Professional).
Whether or not you choose to sit the exam, you’ll gain practical, best-practice CX management skills that you can immediately apply to drive measurable impact and customer-centric transformation in your organisation.
100% CCXP exam pass rate? Tick. World-class training that’s constantly updated? Tick. Real case studies, interactive delivery, and glowing customer reviews? Absolutely.
This is your ideal path to mastering CX strategy, insights, culture, design, and measurement – and setting yourself apart as a true CX leader in 2025 and beyond.
Daniel is a terrific communicator that is very focused on making sure that everyone has the opportunity to get what they need. This is a great course for those that are both beginning their CX journey as well as those that want to reinforce and refresh their approach to CX. It is a very logical and structured course that I would not hesitate to recommend to anyone interested in this growing field.
In the September 2025 Customer Experience Management Training course, you’ll be learning from one of the world’s most respected voices in CX — Daniel Ord, founder of OmniTouch International.
Daniel isn’t just a trainer — he’s a globally recognised authority in Customer Experience, with credentials that include Certified Customer Experience Professional (CCXP), ICMI Certified Associate, Call Centre Industry Advisory Council Training Partner (CIAC), and Net Promoter Certified. In other words: he knows his CX.
Sure, anyone can ask ChatGPT to whip up a training guide — but it takes decades of hands-on experience, global exposure, and real-world results to teach CX like Daniel does. And that’s exactly what you’ll get.
His sessions are engaging, inspiring, and packed with practical insights. With his signature blend of stories, case studies, and relatable humour, Daniel brings CX theory to life — making it easy to understand and even easier to apply. It’s no wonder participants consistently rate him as one of the best facilitators they’ve ever had.
If you’re serious about mastering Customer Experience Management, you need more than a quick overview — you need structure, depth, and real-world application. That’s exactly what this course delivers.
Led by Daniel Ord, one of the longest-standing CX training providers globally, this program has been refined since 2001 to strike the ideal balance of expert theory, practical tools, and powerful storytelling. You won’t just learn what to do — you’ll understand why it works, and how to make it stick in your own organisation.
The course includes a comprehensive manual, plus a wealth of frameworks, real-life case studies, and repeatable tools you’ll refer back to long after the course is complete.
Delivered over four consecutive days (5 hours per day), this public course format is perfect for professionals who want focused, high-impact learning in a manageable format.
The four different workshops (each 5 hours in duration) consist of:
CX isn’t Customer Service. It’s not a better website or even a better buying experience.
It’s about transforming the Customer’s perception of everything you are into something meaningful, actionable and tangible. CX Know-How helps make that happen.
Who are we? What do we represent? Do our people know who we are? And who are our Customers? What do they expect?
Crafting a CX Strategy that operationalises & supports Organisational strategy and brand and considers the needs of Customers is where it begins.
We listen – we learn. And that means a thorough understanding of listening tools & practices. Quantitative surveys, Qualitative Research, tapping on multiple sources, making insights & results ‘real’ to people through Personas & Journey Maps.
Whether it’s ethnography, social media or a relationship survey, Voice of Customer is how we listen and learn.
When it comes time to innovate or create new experiences, human-centred design helps us come up with solutions we may have never thought of before. It’s not sitting around a table brainstorming.
It’s a stakeholder-inclusive approach used to solve problems for humans by including them each step of the way.
And Metrics matter. Because they inform us of the success of our strategy and its implementation.
What objectives to choose, how to look at ROI, which experiences to measure, assembling data analytics that make sense and considering how to get action taken across the Organization. These are the elements of Metrics, Measurement & ROI.
Should we have a Chief Customer Officer? If so, what is their domain? What are the characteristics for success? And how can we tell if our Organisation takes Customer Experience seriously – that’s where Governance & Organisational Accountability come in.
It’s the sum of all the formal decisions made by our organisation regarding customer experience. And it can be seen.
Culture can also be seen. It’s observable. But what goes into crafting & building a Culture that includes Customers? It’s both surprisingly easy and difficult at the same time.
Hiring, Socialisation, Cultural Beliefs, Rewards. Do we treat customers right because we’re paid to do so? Or because it’s the right thing to do. That’s where Culture comes in.
The September 2025 Customer Experience Management Fundamentals / CCXP Exam Preparation course is delivered online across four live sessions (4 x 5-hour workshops), with each session facilitated by Daniel Ord, live from Germany.
Running the course online provides maximum flexibility — whether you’re joining from the office or working remotely, it’s easy to fit into your schedule without the need for travel.
The 5-hour daily format allows you to stay on top of work or personal commitments while giving you time to absorb and reflect on the content between sessions — something that’s often lost in back-to-back, in-person training.
We’ve found this structure supports a more focused and manageable learning experience, with participants appreciating the space to apply ideas as they go — and the comfort of learning from wherever suits them best.
And while most attendees are based in Australia, the virtual format has made it easier for people from different regions and time zones to join in, adding fresh perspectives to discussions and case studies.
The CX Management Fundamentals training course in September 2025 is delivered across four live workshops held on consecutive days:
Dates or session times don’t suit? View other public course dates >
This course was very true to its name and provides a comprehensive overview and understanding of the competencies of successful CX Management. Daniel was extremely engaging, exceptionally well versed in the theory and allowed for some very rich contributions and shared learnings from across the group.
Highly recommend for anyone looking to expand their knowledge in this space and those looking to pursue their CCXP accreditation.
Customer Experience (CX) is now the competitive edge for many organisations — and the latest CX statistics back it up.
This course is ideal for anyone looking to use CX as a strategic driver of better business outcomes, whether you’re just starting out or ready to take your expertise to the next level.
While most attendees are based in Australia, we regularly welcome students from across the globe — including Singapore, the UK, USA, Germany, Hong Kong, and beyond — making this course a globally relevant CX learning experience.
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.
This Customer Experience Management Fundamentals course is designed to equip you with skills in the following five core Certified Customer Experience Professional competencies (that are aligned to the CCXP entrance exam) administered by the CXPA (note that in late 2021 the CXPA refined their six competencies into five and these are still current as of 2025).
In addition to the five modules aligned to the CCXP Framework, we also include two additional focus areas that help CX professionals succeed:
These two bonus modules are not only popular – they’ll help deepen your CX expertise and give you extra tools to stand out.
In this September 2025 CCXP Exam Preparation/ CX Management Fundamentals Training, we will:
The CCXP (Certified Customer Experience Professional) is the gold standard for CX professionals globally — and this course is the ideal preparation if you're aiming to earn it.
Even if you don’t plan to sit the exam, the skills and frameworks you’ll learn are aligned with the globally recognised CCXP competencies, giving you practical tools you can use immediately in your CX role.
It follows the same structure and exam style — and 100% of students who’ve taken this course and gone on to sit the CCXP exam have passed.
As a bonus, you’ll receive a 60-minute private coaching session with Daniel Ord to help you prepare for the CCXP exam — included at no extra cost.
This session isn’t a sales pitch — it’s your chance to ask questions, check your knowledge, and get expert feedback before you book your exam.
Note: You don’t have to sit the CCXP exam to benefit from this course. If you do choose to pursue the credential, you’ll need to do some additional reading and pay an exam fee. You can learn more about the process on the CCXP website.
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!
This course consistently receives outstanding feedback, averaging 4.9 out of 5 stars from participants across every industry.
All reviews shown below are from past attendees of this exact course — highlighting the value of the content, the practicality of the delivery, and the expertise of your facilitator, Daniel Ord.
Here’s what they have to say:
When you enrol in the September 2025 CX Management Fundamentals course, you’re not just buying a training session — you’re unlocking a premium learning experience from one of the world’s top CX trainers.
You can pay securely via credit card or request an invoice at checkout. Enrol today and gain access to the most practical, respected CX training available.
We offer two simple ways to save on your September 2025 course booking:
No codes. No forms. Just automatic savings applied at checkout. Learn more about ACXPA membership benefits >
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.