The GOLD STANDARD Customer Experience Management Course
(and the perfect preparation to sit for the globally recognised CCXP credentials)
With Customer Experience (CX for short) the hottest topic in business right now, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real, measurable results.
In this comprehensive course delivered via 4 x 4-hour live Zoom sessions, you’ll learn the six core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised best-practice techniques.
Please note: By undertaking this course you don’t need to pursue the CCXP certification – the learnings are based on their international best-practice framework which applies with or without the certification!
Why experience matters
In this Customer Experience Management Fundamentals course, you’ll learn directly from renowned global CX trainer Daniel Ord from OmniTouch International, one of only 9 CXPA Recognised Training Providers* in the world. As you’ll notice in the testimonials, Daniel is widely recognised as one of the most dynamic, knowledgeable and engaging trainers in the business!
Why is that important? By choosing a CXPA Recognised Training Provider*, you are assured that the training you receive is from a provider recognised by CXPA as having the qualifications, skills, and commitment to providing quality Customer Experience training that will enhance your CX knowledge.
So whether it is to prepare for the CCXP exam, or wanting to learn how to develop a CX strategy through to execution, this CX Management Fundamentals course ensures you are armed with the practical skills and knowledge on how to immediately start putting the customer at the centre of your business leading to better business outcomes.
*Recognised Training Provider is the current certification – this is not the same as an Authorised Training partner which is an old, outdated status and is no longer valid.
16 Hours of Facilitated Learning (Delivered over 4 x 4-Hour Online Sessions)
The truth is there is a lot to learn in Customer Experience Management. Daniel Ord has been training CX courses since 2001 (one of the oldest CX training providers in the world) and our CX management training course has been constantly refined to deliver an optimal training format that provides a perfect balance of theory, practice and most importantly, lots of real-life examples and stories to bring it all to life.
Each course includes a hard copy manual (sent to your nominated address) and we include lots of examples, case studies, frameworks and learnings that will continue to be a great reference point long after the course has been completed.
The CX Fundamentals course is delivered over four consecutive days to maximise learning outcomes. Our experience suggests that leaving too much of a break between the sessions dilutes the effectiveness of the training.
Session 1. Getting to the Heart of CX
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.
Session 2. The CX Strategy & Voice of the Customer
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 operationalizes & supports Organizational 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.
Session 3. Experience Design & Metrics
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.
Session 4. Governance & Culture
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 Organization 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 around 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? Or because it’s the right thing to do. That’s where Culture comes in.
The perfect segue to gaining your internationally recognised
Certified Customer Experience Professional (CCXP) credentials.
Who should do this course?
As Customer Experience is still an emerging discipline for most businesses, the course will benefit any role that is looking to learn how to use the Customer Experience as the vehicle to deliver better business outcomes.
Typical roles this course may be suitable for include:
- Customer Experience (CX) Managers working towards obtaining the internationally recognised CCXP certification.
- Customer Experience consultants and practitioners looking to validate their mastery and learn some new skills.
- General Managers & Business owners looking to expand their skillset with a customer focus
- Customer Service/Call Centre Managers wanting to broaden their skillset beyond the call centre.
- Marketing Managers wanting to learn more about how they can influence the customer journey.
Prior to COVID, Daniel would conduct this training course in-person having been a frequent visitor to Australia over the past 20 years. Of course, overseas travel is off the agenda for the short term but the benefits of having a sound CX strategy for businesses has never been greater.
This course has now been adjusted to be delivered online via 4 x 4-hour sessions with Daniel conducting each session live from his base in Germany (even though he’s actually American – it’s a long story!).
Recent participants who have completed the online version of this course have still rated it 5 stars and the feedback has been overwhelmingly positive with one of the benefits that it provides a chance to pause in-between sessions and allow some of the content to be ‘digested’, facilitating even greater conversations and learnings than would otherwise be possible in the physical course.
Plus you still get to keep up with some of your work although we’re still not convinced that’s a positive!
What you’ll learn:
This Customer Experience Management Fundamentals course is designed to equip you with skills in the following six core Certified Customer Experience Professional competencies (that are aligned to the CCXP entrance exam) administered by the CXPA:
1. Customer Experience Strategy
The CX strategy defines and describes your intended customer experience, how it links to your overall objectives and how it aligns to your brand values and attributes.
2. Customer-Centric Culture
Learn the building blocks of establishing a customer-centric culture across your business.
3. Voice of the Customer, Customer Insight, and Understanding
Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research.
4. Organisational Adoption and Accountability
How to ensure your organisation acts on customer insights.
5. Experience Design, Improvement, and Innovation
Learn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives.
6. Metrics, Measurement and ROI
Learn how to choose the right CX Metrics and how to do the analysis and get the results out there including data architecture, Return on Investment and Principles of Customer Valuation.
What happens in the course?
In the CX Management Fundamentals Workshop, over the course of four online sessions we will:
- Provide a strategic understanding of each of the six core customer experience competencies (as detailed above).
- Share examples, case studies and stories around each competency.
- Provide practice quizzes for each competency domain.
- Document how the competencies interrelate with each other.
- Understand how to establish the business case for CX.
- Address the roles & practices around Personas, Journey Maps, VOC & VOE programs.
- Build out exercises that allow participants to apply concepts to real-world scenarios.
- Provide a forum for interaction, sharing and dialogue.
Gain Globally Recognised CXPA Certification
This course is the perfect prerequisite to equip yourself with the industry-leading certification for Customer Experience professionals known as the CCXP accreditation (Certified Customer Experience Professional).
Participants who complete this course are not required to take the CCXP Exam however should you decide to pursue the accreditation, this course is considered the ideal exam preparation as it uses the same style and format to give you the best chance of success. In fact, everyone who has completed this course and gone on to sit for the exam has passed!
The Certified Customer Experience Professional credential – ‘CCXP’ proves your mastery of the 6 Customer Experience competencies identified by the CXPA as critical for CX professionals.
There is a cost to sit the exam and you will be required to do some additional study to finalise your preparation for the exam (mostly consisting of some additional reading) – you can find out more about this on the CCXP website >
Your free 45-minute private coaching session!
You don’t get to become a Recognised Training Provider without having an absolute commitment to helping people on their Customer Experience journey.
Daniel Ord includes a free 45-minute private coaching session for anyone who has completed the course and then decides to go forward and sit for the formal CCXP exam.
This is purely a coaching session designed to help you pass the exam – it’s not a sales pitch, an exploratory consulting session, a career counselling session and so on. It’s simply designed to help you prepare as best you can to sit the exam (there is cost each time you sit for the exam) so you can ask questions, go over any items your unsure of, test your knowledge etc.
It’s been a popular choice for a reason – Daniel is yet to have anyone not pass the exam who has completed the course and had their free 45-minute session!
As a CXPA Recognised Trainer Provider, if you decide to sit for the exam we will supply you with an exclusive 15% off coupon voucher to join the CXPA and the exam fee saving you over $100 USD!
About your trainer
Daniel Ord is one of the leading global voices in CX management with Daniel regularly sharing his expertise as a keynote speaker on some of the worlds biggest stages as well as a regular judge in industry awards, author to countless articles and a guest on numerous podcasts across the world as a CX expert.
A 30-year industry veteran, Daniel has spent the last 19 years facilitating workshops as part of his global Omnitouch International training business that helps people deliver better Customer Experiences.
Daniel is one of only 9 people globally to have earned the Recognised Training Provider status from the Customer Experience Professionals Association (CXPA) for delivery of CX Management workshops and is widely regarded for his wealth of knowledge, engaging presentation style and real-life stories that bring the learnings to life!
But it’s the testimonials he’s most proud of. He’s received thousands of positive testimonials over the years – many of which can be found on his LinkedIn profile and on his company website omnitouchinternational.com
The best days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience – Mike Whittaker, Manager Customer Service, City of Casey (2019 course participant)
The CX competencies training was a real eye-opener for me! As the head of the call centre channel, my focus has traditionally been on my team but this course has enabled me to see the bigger picture and provided me with the skills and framework to apply CX strategies and thinking across our entire business. – Maureen Wanu, Head of Customer Contact Centre, Bank South Pacific Limited (2019 course participant)
I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter! – Katrina Hassett, Student Services Manager, Gordan TAFE (2019 course participant)
“Daniel is a demonstrated expert and champion of CX. He demonstrates his passion for excellence with such humility and empathy and does so much to help people grow in this area. He’s an amazing facilitator and has a unique way of connecting the dots in a way that allows people from diverse background to understand the inner workings. It’s been a privilege to know him.”
“Daniel brings intelligence, good humour, creativity and financial discipline to everything he addresses.
“Love the way it was structured with perfect examples & stories to highlight/define each competency”
“Many great moments of insights and perspectives”
“Daniel was knowledgeable, fun and super engaging and I didn’t have one single moment of boredom throughout the course”
“Daniel makes it interesting with his experience and knowledge, a great investment!”
“Very fulfilling and helpful knowledge to aid my understanding on how to survey customers”
“The journey mapping is extremely useful as it allows me to have a more systematic way of looking at things from a customer perspective”
“Perfect pace – not too fast and totally focussed on the learner’s experience”
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
Please note to deliver the optimal training we only have limited spaces available in each course so we recommend you book early to avoid disappointment.
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.