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 Zoom sessions, teaching you the five 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.
And whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a +95% pass mark for those who choose to pursue their CCXP Certification on their first attempt), 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, engaging course content that is constantly updated and fantastic customer reviews you can be assured this is the ideal path to learning global CX practices and processes.
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 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.
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
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).
This course is the perfect segue to gaining your internationally recognised Certified Customer Experience Professional (CCXP) credentials.
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.
As Customer Experience is still an emerging discipline for most businesses, the course will benefit anyone 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.
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!
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 6 competencies into 5).
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!
About your trainer, Daniel Ord
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
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 contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
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.
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.
Tickets can be purchased using a credit card or you can request an invoice – select your preferred option on checkout.
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
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