Customer Experience Management training course – The GOLD STANDARD!
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.
Great course that provides a comprehensive overview of the fundamentals of CX
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.
Your Expert CX Facilitator, Daniel Ord
In the Customer Experience Management Fundamentals 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.
20 Hours of Live, Facilitated Virtual Learning (Delivered over 4 x 5-hour Online Workshops)
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:
1. Getting to the Heart of CX (5 hours)
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.
2. The CX Strategy & Voice of the Customer (5 hours)
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.
3. Experience Design & Metrics (5 hours)
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.
4. Accountability, Governance & Culture (5 hours)
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.
Course Suitability
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.
Typical roles that benefit from this course include:
- Customer Experience (CX) Managers: Working towards the internationally recognised CCXP certification.
- CX consultants and practitioners: Validating their expertise or building new CX capabilities.
- Senior/General Managers & Business Owners: Shifting their business toward a customer-led strategy.
- Call Centre/Customer Service Managers: Preparing to transition into a CX leadership role.
- Marketing Managers: Enhancing their CX knowledge to better influence the customer journey.
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.
Intense yet very enjoyable learning
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.
Optimised for Online Learning – Built for Busy Professionals
The 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.
Course Suitability
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.
Typical roles that benefit from this course include:
- Customer Experience (CX) Managers: Working towards the internationally recognised CCXP certification.
- CX consultants and practitioners: Validating their expertise or building new CX capabilities.
- Senior/General Managers & Business Owners: Shifting their business toward a customer-led strategy.
- Call Centre/Customer Service Managers: Preparing to transition into a CX leadership role.
- Marketing Managers: Enhancing their CX knowledge to better influence the customer journey.
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.
Intense yet very enjoyable learning
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.
The FIVE core CCXP competencies you’ll learn
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).
Bonus Content!
In addition to the five modules aligned to the CCXP Framework, we also include two additional focus areas that help CX professionals succeed:
- Understanding Customer Experience
- Essential Customer Research Know-How
These two bonus modules are not only popular – they’ll help deepen your CX expertise and give you extra tools to stand out.
What happens in the course?
In this CCXP Exam Preparation/ CX Management Fundamentals Training Course, we will:
Gain an Industry-Recognised CX Certification
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.
This course is the perfect springboard for earning your CCXP credentials
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.
🎁 Free 1:1 CCXP Coaching Session
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 was prepared very well for the CCXP exam!
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!
Why People Love This Course
This CX Management Fundamentals 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:
Excellent course covering strategy and best practice thinking for CX
Really enjoyed this course! Designed well so that it fits with a busy work schedule.
Great content, delivery and knowledge from Daniel and interesting discussions with the group.
I found this course really valuable and have been able to implement and test some thinking and ideas immediately.
Response from CX Skills
Thanks Shelley for taking the time to leave a review and super happy to hear that you found it a valuable investement and put some of the learnings to immediate use!
Authentic Course with Genuine Learnings
I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.
It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey
Response from CX Skills
Thanks Meredith, what a lovely review and glad to hear you found the course engaging combined with some great learnings. And yes, it’s very easy to get lost in time when engaging with Daniel!
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
Response from CX Skills
Thanks Jac, really glad it’s given you a fresh perspective on your current job and we wish you well on your CX journey!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
Response from CX Skills
Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Response from CX Skills
Thanks Jimmy and loved the WOW acronym!
Comprehensive and interesting class
It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.
Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.
Response from CX Skills
Thanks Justin, so glad you enjoyed the course!
CX Management fundamentals - Highly recommended
This was an excellent course, very informative and easy to understand. Dan was a great facilitator, very knowledgeable and gave us great examples. It doesn’t matter if you have many years of experience or are new to CX, I highly recommend this course!
CX Contexualised!
Daniel is a knowledgeable and insightful CX professional. The training content was well structured and logical. The training has helped me understand CX as a business discipline and how the 5 competencies fit together.
I am glad I made this investment. As I start my journey to CCXP accreditation I have gained an incredible amount of confidence and I am glad to have attended.
I was prepared very well for the CCXP exam!
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!
Intense yet very enjoyable learning
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.
A great course to comprehend the fundamentals of CX- and so much more!
I thoroughly enjoyed the CX Management Fundamentals course facilitated by Daniel Ord. The four modules were content rich, with so many key takeaways and lightbulb moments. I am looking forward to implementing all of my new knowledge.
Most engaging course!
I’d be happy to recommend Daniel’s course to anyone in my organisation, especially those whose core work is about improving outcomes for customers and optimising their experiences. I love all the frameworks and useful sets of tools that I’ve picked up in the course, and can’t wait to integrate them into the current Design Thinking practices.
Comprehensive overview of CX competencies, exceptional delivery
A well designed course covering the 5 CX competencies, presented with clarity and lots of useful tips and examples. I loved it how Daniel Ord made you feel at ease from the start, delivered the course in a highly engaging and conversational style. You’ll come away with a solid foundation, whether you are new to CX or are preparing for the practisers exam.
Excellent content, Excellent delivery, Excellent Instructor
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 team’s customer service and customer experience development. Look forward to next one.
Enlightening and educational delivered by an expert
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.
Great course that provides a comprehensive overview of the fundamentals of CX
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.
Highly recommend!
Great course and deep dive into strategic CX management. Daniel Ord is an expert facilitator and was well supported by Marcus as they guided our dynamic group of participants through the competency framework. Highly recommend!
Putting the CXy in Customer Experience!
I’m new to the world of CX and now have a house for me to keep my acquired learnings! I felt like I had some basic Ikea furniture in my house before, but the course has given me the appetite and courage to go for more artisan pieces.
Who knows? Maybe Wedgewood is in the horizon! Both Daniel and Marcus are such engaging presenters and so knowledgeable. Highly recommended!
Very engaging
Daniel was very engaging, informative and very easily qualified statements that were questioned by his audience.
Thoroughly enjoyed this course!
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.
Outstanding Value for Just $1,897 AUD (ex GST)
When you enrol in the 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.
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April 2025 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe April 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
September 2025 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe September 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
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