CX Customer Experience Training Courses
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 training available by the leading practitioners to ensure the skills you learn are going to be instantly put to use.
Whether its the fundamentals of CX Management, CCXP exam preparation, Customer Journey Mapping and more – we’ll have all our upcoming customer experience management courses listed here.
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:
You can learn more about Customer Experience on CX Central:
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 2020 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 will relate to an aspect of customer experience (Gartner).
Public or Private Courses?
CX Management and understanding 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 courses can be delivered privately or publicly.
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.
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 we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Upcoming Public Customer Experience Courses
Master the six core competencies of CX Management (Customer Experience) with our December 2020 online training course delivered by global CX expert Daniel Ord.
Master the six core competencies of CX Management (Customer Experience) with our February 2021 online training course delivered by global CX expert Daniel Ord.