Customer Experience Management Fundamentals training course – The GOLD STANDARD!
Expand your knowledge of leading CX practices and processes and prepare for the CCXP Exam to gain the globally recognised CCXP credentials (optional)
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 the Customer Experience Management Training course, you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live online/virtual sessions, teaching you the five core customer experience management skills and strategies (updated for 2024) based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised best-practice techniques.
And whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification), you don’t need to apply for the CCXP exam – you’ll be able to use and apply these global best-practice CX skills with or without an exam.
With lots of great case studies, constantly updated engaging course content, and fantastic customer reviews, you can be assured that this is the ideal path to learning global CX practices and processes.
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.
Customer Experience that matters
In the Customer Experience Management Fundamentals training course, you’ll learn the fundamentals of Customer Experience management from renowned global CX trainer Daniel Ord from OmniTouch International.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and Net Promoter Certified.
But that aside, as you’ll notice in the customer testimonials, Daniel has an unbridled passion for educating and inspiring people on their CX journey and he is widely recognised as one of the most dynamic, knowledgeable and engaging trainers in the industry!
18 Hours of Facilitated Learning (Delivered over 4 x 4.5 Hour Online Workshops)
The truth is if you are serious about Customer Experience Management there is a lot to learn.
Daniel Ord has been training CX courses since 2001 (one of the longest CX training providers in the world) and this Customer Experience Management Fundamentals 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.
This course includes a comprehensive manual as well as lots of examples, case studies, frameworks and learnings that will continue to be a great reference point for you long after the course has been completed.
The public version of the Customer Experience Management course is delivered over four consecutive days with 4.5 hours each day and with private courses, there is greater scope to arrange the session times to suit your business.
The four different workshops consist of:
Workshop 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.
Workshop 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 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.
Workshop 3. Experience Design & Metrics
When it comes time to innovate or create new experiences, human-centred design helps us come up with solutions we July 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 makes sense and considering how to get action taken across the Organization.
These are the elements of Metrics, Measurement & ROI.
Workshop 4. Accountability, 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 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 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.
Optimised for online/virtual training
The Customer Experience Management Fundamentals/CCXP Exam Preparation course is delivered online via 4 x 4.5-hour workshops with Daniel conducting each session live from his base in Germany (even though he’s actually American and lived in Singapore for 20 years – it’s a long story!).
Recent participants who have completed the online course have consistently provided great feedback (read the testimonials!) with the ability to have a chance to pause in-between sessions and stay across any urgent work/life matters as well as allowing some of the content to be ‘digested’ a significant advantage over attending this course onsite.
We’ve also had a much more diverse group of attendees than would be possible in person with course participants joining us from all over the world including the UK, USA, Germany, Hungary, Malaysia, Singapore, New Zealand, Hong Kong and, of course, Australia which has added enormous value to the sessions for all participants (as there is a lot of sharing).
Meet Daniel Ord (VIDEO)
CEO of CX SKills Justin Tippett interviews the facilitator of the CX Management Fundamentals course Daniel Ord to provide some insight into this course for those who like to watch, listen and learn.
Closed Captions/subtitles are available for this video – just click the option at the bottom of the video.
Course Suitability
Customer Experience (CX) is the new battleground for many businesses delivering a range of benefits as many of the latest CX statistics will confirm!
This course is designed to benefit anyone that is looking to learn how to use the Customer Experience as the vehicle to deliver better business outcomes.
Typical roles that attend this course 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.
The skills you learn are applicable globally – we continually have students join us from all over the world including Australia, Singapore, Hong Kong, UK, USA, Germany, France and more!
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).
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: Culture and Accountability
Learn the building blocks of establishing a customer-centric culture across your business.
3: Customer Insights and Understanding
Customer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights.
4: Design, Implementation & Innovation
Learn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives.
5: 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 CCXP Exam Preparation/ CX Management Fundamentals Training we will:
- Provide a strategic understanding of each of the five 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 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 that is administered by the Customer Experience Professionals Association (CXPA)
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 CCXP exam preparation course 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 5 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 >
BONUS PRIVATE COACHING SESSION!
You don’t get to become a globally recognised CX leader without having an absolute commitment to helping people on their Customer Experience journey.
Daniel Ord includes a free 60-minute private CCXP exam preparation 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 to get some consulting work or sell you more courses, an exploratory consulting session ‘to learn more about your business’, 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 a cost each time you sit for the exam) so you can ask questions, go over any items you’re unsure of, test your knowledge etc
It’s been a popular choice for a reason – students who have completed the course and have had their one-hour session with Daniel have a 100% pass mark for the exam!
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!
About your trainer, Daniel Ord
The trainer for the Customer Experience Management Fundamentals course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Recent Course Testimonials
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.
More Customer Testimonials
“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 service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Outstanding Value!
When you purchase a ticket to the Customer Experience Management Fundamentals course for $1,897 AUD ex GST you receive:
- 18 hours of live facilitated training with Daniel Ord.
- An optional one-hour private Exam Preparation Coaching Session with Daniel if you are going to sit for the CCXP exam.
- A comprehensive workbook with examples, templates etc.
- A great resource library sent post-course completion.
- A signed certificate of completion.
Available Discounts
Discounts are available if you book for more than one person in the same transaction (discounts will be applied automatically on checkout and no other discounts apply):
- Save 15% if booking for two or more people in the same transaction.
- All members of the Australian Customer Experience Professionals Association (ACXPA) receive a 25% discount on this course.
Tickets can be purchased using a credit card or you can request an invoice – select your preferred option on checkout.
Purchase tickets to the public Customer Experience Management Fundamentals Course:
Select your preferred date from the courses below – click to see the exact times and to secure your ticket.
December 2024 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.