Customer Experience Training Courses

CX Customer Experience Training Courses

4.8
Rated 4.8 out of 5
Our Customer Experience (CX) courses have an average rating of 4.8 out of 5 stars
Excellent84%
Very good16%
Average0%
Poor0%
Terrible0%

Customer Experience or CX for short is a relatively new field (although the concept of looking after your customers is as old as the dawn of time) and there is no shortage of customer experience courses and CX training available to arm yourself with the latest skills.

Our focus at CX Skills is to bring you the best Customer Experience training courses available designed and delivered by the leading practitioners to ensure the skills you learn are going to be instantly put to use.

Whether it's an Introduction to CX, CX Management Fundamentals, CCXP exam preparation, Customer Journey Mapping, Net Promoter Score (NS) and more - we'll have all our upcoming customer experience training courses listed here.

Customer Experience Training Courses

What is Customer Experience?

According to the Customer Experience Professionals Association (CXPA), CX refers to the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.

So it’s not just the contact centre or the retail counter staff, but all the interactions a customer has with a brand from marketing, the website, the delivery driver, the instruction manual, the packaging of a product and so on.

How is Customer Experience measured?

Give the wide scope of the customer experience definition, there are lots of methods companies use to measure the customer experience with some of the common CX measurements including:

CX training courses in Australia

Why is Customer Experience so important?

We've long known that treating your customers well is good for business. After all, have you ever continued to do business with a company that doesn't value you, was rude to you and so on?

But CX has often been thought of that is something a bit 'fluffy' using words and terms like 'delight the customer' etc.

The truth is, good CX is great for the bottom line:

  • 84% of organisations working to improve CX report an increase in revenue (Dimension Data)
  • Increasing customer retention rates by 5%, increases profits by 25% to 95% (Bain & Company)
  • 67% of consumers and 74% of business buyers say they’ll pay more for a great experience (Salesforce)
  • Loyal customers are seven times as likely to test an offering, five times as likely to buy again and four times as likely to refer (XM Institue).

Customers spend more, stay longer, help promote your business and a whole host of other benefits - and smart businesses in 2021 are leading the charge in making sure their customer experience is front and square in their strategy.

Roles like the Chief Customer Officer are starting to become more commonplace as CX is driven from the executive team down and the thirst for individuals who can help bring customer experience disciplines to a business has never been higher.

In 2020, more than 40 per cent of all data analytics projects related to an aspect of customer experience (Gartner) and in 2021, CX continues to gather momentum as one of the most powerful tools in driving real, sustainable business growth.

Public or Private Courses?

CX Management is moving at a rapid pace and we'll keep adjusting our course offerings to ensure we bring you the very best options available. All of our Customer Experience training courses can be delivered privately or publicly and are designed, updated and delivered by industry experts.

Public Courses

Our publicly available courses enable you to enrol as few as one employee making them a cost-effective way of upskilling yourself or a select few in the latest CX management skills.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

You’ll find a list of all our upcoming public Customer Experience Training Courses at the bottom of this page.

Private Courses

Whilst the public CX training courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can be delivered in-house or online with dates and times to suit you and are often a powerful way to ensure everyone in your business is 'on the same page' to drive CX results.

Contact us to learn more >

Customer Testimonials

We're incredibly proud of the customer testimonials we've received for our Customer Experience courses. You can read some of the latest below or you can read all of our customer testimonials here >

Highly recommend the Customer Journey Mapping course!

Rated 5 out of 5
5 January 2022
Review of Customer Journey Mapping (Private Course)

Shane is a fantastic facilitator who guides you through this practical, hands-on course where you get to create your own customer persona and journey map using Mural, an online journey mapping and collaboration tool. Whether you’re new to customer journey mapping or just want a refresher, this course will cover everything you need. Highly recommend!

Avatar for Vera Lynch
Vera Lynch
Organisational Development Business Partner
Canterbury Bankstown Council

Customer Journey Mapping

Rated 4 out of 5
10 December 2021
Review of Customer Journey Mapping (Private Course)

A great session with Shane giving us some good insights and practise with Customer Journey Mapping.

Avatar for Valerie Dinger
Valerie Dinger
Organisational Development Lead
Canterbury Bankstown Council

Interactive experience

Rated 5 out of 5
10 December 2021
Review of Customer Journey Mapping (Private Course)

I loved that there was a focus on practical learning and how the theory tied in with our discussions. It was great as well to think from a customer point of view as sometimes we can get lost and focus on what the organisation wants to do, rather than what the customer needs. Overall, great learning experience.

Avatar for Vyllia Meas
Vyllia Meas
Business Analyst
Canterbury-Bankstown Council

Great learning experience

Rated 5 out of 5
10 December 2021
Review of Customer Journey Mapping (Private Course)

Great session that builds your understanding of the foundations of Customer Journey mapping. Shane was great really interactive and a lot of fun!

Avatar for Antoinette Holt
Antoinette Holt
Manager Corporate Development
Canterbury Bankstown Council

Enlightening and educational delivered by an expert

Rated 4 out of 5
27 September 2021
Review of September 2021 Customer Experience Management Fundamentals

A professional course taught by a professional. Everyone in the course was involved. Daniel was well knowledged, and patient. He gave us plenty of examples and said we could reach out to him in the future for any doubts or questions we might have.

Avatar for Ziad Palakkal
Ziad Palakkal
Commercial Manager
Chess Moving

Great course that provides a comprehensive overview of the fundamentals of CX

Rated 5 out of 5
27 September 2021
Review of September 2021 Customer Experience Management Fundamentals

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.

Avatar for Angelo Klidomitis
Angelo Klidomitis
Head of Customer Experience
RedZed Lending Solutions

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 one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

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 (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills Stress Reduction for Customer Service employee Feb 2022 course
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
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
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
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
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
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
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
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
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
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
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
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
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
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
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
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
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
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
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena 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
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
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
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.
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
Kaylee Gerbes
23:43 21 Sep 20
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Available CX Training Courses

Learn more about the different Customer Experience training courses by clicking on the buttons below or see a list of all the upcoming publicly available courses you can purchase a ticket to at the bottom of this page.

Got questions about any of these courses? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm Monday to Friday or send us a message anytime >