Customer Experience Training Courses
CX isn’t a feel-good survey project. Done properly it drives revenue growth, customer retention, and operational efficiency.
Our Customer Experience training builds practical capability across discovery, journey design, governance, measurement and change — so teams can lift NPS and CSAT while lowering failure demand and churn. Delivered live online or onsite with tools you can use tomorrow.
- Official training partner of the Australian Customer Experience Professionals Association (ACXPA)
- Designed and delivered by senior CX practitioners
- Live online, onsite and private team options
- Frameworks, canvases and take-home templates included
Why CX Training Delivers Measurable Business Impact
Our Customer Experience (CX) courses are built to turn insight into outcomes. Learn how to connect CX strategy to hard results like higher retention, increased conversion, fewer complaints and lower cost-to-serve. Each course is designed and delivered by senior CX practitioners with real transformation experience.
As part of the ACXPA ecosystem, you’ll get more than a workshop: members receive 25% off all CX Skills courses and ongoing access to tools, resources, roundtables and a national network that supports improvement long after training day.
- Led by industry experts Learn from senior CX leaders who’ve designed and delivered successful transformation programs.
- Commercially grounded Bridge customer insight to performance outcomes: retention, conversion, complaint reduction and cost control.
- Practical, reusable tools Take away canvases, templates and playbooks you can apply immediately across teams and channels.
- ACXPA community & support Tap into ongoing tools, resources, peer discussions and live roundtables to sustain momentum.
- Team capability that sticks Build shared language and habits so CX improves week after week, not just after a single course.
- 25% off for ACXPA members Professional development that pays for itself, with exclusive member savings across all CX Skills courses.
Your ACXPA Customer Experience Advantage
Training is just the start. Sustained CX improvement requires ongoing access to the right tools, real practitioner conversations, and an honest view of where you stand.
As the official training partner of the Australian Customer Experience Professionals Association (ACXPA), CX Skills students get access to a professional ecosystem built specifically for people responsible for customer outcomes.
ACXPA Members save 25% on all CX Skills courses!
- FreeCX Hub — Practical Resources & Tools
A dedicated resource centre for CX professionals — plain-English explanations of CX, free articles, diagnostics and calculators you can use right now.
Covers strategy, measurement, journey design, culture and more — structured to help you find what's relevant to your role and maturity level.
Members unlock deeper tools, structured learning pathways and the full practitioner library.
- Free to watchMonthly CX Roundtables
Unscripted, practitioner-led discussions exploring what's actually working in real Australian organisations — no vendor pitches, no theory.
Each session tackles a different CX challenge with a panel of experienced practitioners sharing honest perspectives.
Members unlock the full session archive, transcript search across all sessions, and the ability to submit questions to the panel.
- FreeCX Maturity Pulse Check
Where does your organisation actually sit on the CX maturity curve? This free diagnostic benchmarks your performance across Strategy, Data, Design, Technology and Culture.
Get a data-backed view of where Experience Debt is holding you back — and where to invest next.
Members unlock the full CX Maturity Audit for deeper analysis, leadership-ready reporting and board-level financial KPI linkage.
- CX Tools & Templates Journey maps, persona builders, HCD guides and CX planning checklists — practical frameworks to help you get traction fast.
- CX Quizzes & Micro-Learning Quick, interactive quizzes and micro-learning modules to build confidence and capability across all levels of CX maturity.
- Resource Library Guides, glossaries, downloads and tools — curated for CX professionals working to deliver measurable, sustainable improvement.
- Industry Community A genuine peer network where Australian CX professionals share challenges, ideas and solutions — improving in practice, not just in theory.
- Benchmarking & Insights Independent data and contact centre performance benchmarks that connect CX outcomes to operational metrics — useful evidence for internal business cases.
Customer Experience Training Courses in Australia
Explore our most popular customer experience training courses — practical, expert-led programs that build real CX capability across strategy, measurement, design and delivery. Each includes templates and tools you can apply immediately in your workplace.
CX Management Fundamentals
The gold standard in CX management training. Learn the five globally recognised CX disciplines that underpin the CCXP® certification — Strategy, Insights, Culture, Design and Metrics — and gain practical tools to lead customer-centric change.
Customer Journey Mapping Workshop
A practical, ACXPA-accredited workshop that helps you map moments that matter, prioritise fixes that reduce failure demand, and turn insight into measurable business improvements.
Customer Experience (CX) Management for Team Leaders
A practical, real-world CX course designed and delivered by Daniel Ord. Helps Team Leaders understand what CX actually is, how it links to business performance, and how to turn CX strategy, journeys and metrics into day-to-day leadership conversations with their teams.
Featured Customer Experience Workshop
Customer-Focused Culture Training for Your Whole Organisation
The Customer-Focused Culture Workshop brings your whole organisation together to reset how it thinks about customers and service – not just the contact centre.
- Private in-house workshop tailored to your goals and customer pain points.
- Includes a planning session with your key stakeholders before delivery.
- Ideal when service feels inconsistent or customers bounce between departments.
- Gives every team a shared language and practical tools for great service.
Online and Onsite CX Training — Public Courses and Private Programs
Choose a format that fits your rollout. Join scheduled public CX courses or bring a private program onsite or online for your team. Either way, expect practical tools, hands-on exercises and measurable outcomes.
Public CX Courses
Ideal for individuals and small teams who want fast capability uplift with peers from other organisations.
- Live online sessions with expert facilitators
- Set dates, easy registration
- Includes templates and take-home resources
- ACXPA members save 25%
Private Team CX Training
Best for teams who need content aligned to your journeys, data and goals. Delivered onsite or live online.
- Tailored examples and exercises
- Flexible scheduling for teams
- Confidential discussion on your CX challenges
- Volume pricing available
Prefer Self-paced?
Explore our library of 300+ on-demand courses across leadership, customer service, communication, problem solving, data storytelling and more. Many support core CX capabilities and can complement your team’s customer experience training.
What Teams Say About Our Customer Experience Training
These programs are used by CX leaders, journey owners, product, service ops, marketing and data teams across Australia in finance, government, healthcare, utilities and tech. The feedback is consistent: practical frameworks, usable templates, and facilitation that helps teams ship real improvements.
The reviews below cover all CX courses and delivery types (public and private). If you need the detail, check individual course pages for outcomes, inclusions and agendas.
Passion oozes and learning is fun
It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Great introduction to Journey Mapping!
We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.
We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.
Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.
Response from CX Skills
Thanks Kylie, what a wonderful review and thrilled to know it hit the mark!
Knowledgeable and Engaging
I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.
The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.
It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.
Response from CX Skills
Thanks Kate for a lovely review of the course and we’re thrilled to hear it’s provided you with the skills and confidence you need to make a difference in your Council!
Great course! Great facilitators/consultants - thanks Rod and Simon
We can’t thank Rod & Simon enough for the flexible way they accommodated our team and our learning needs. We undertook the creation of our Customer Experience Journey in addition to our normal work and Rod & Simon enabled us to be supported to undertake the work in between our sessions so that each training sessions was then applied into practice.
We feel more than capable now to undertake more Customer Experience Journey Mapping exercises independently. Thankyou again Rod & Simon!
Response from CX Skills
Thanks Melissa for leaving a lovely review for Rod and Simon and we’re thrilled you’ve been able to adopt the learnings and lead the charge on customer journey mapping for your business!
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!
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!
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!
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.
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!
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.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Upcoming Public Customer Experience Training Courses
Explore all upcoming public customer experience training courses below. Click a course to view dates, times and secure your ticket(s). You can enrol a single employee or multiple team members in one transaction, making this a flexible and cost-effective way to upskill.
- Tickets can be purchased by credit card, or you can request an invoice during checkout.
- Looking for something more tailored? All customer experience courses are also available as private sessions — learn more about private training options or contact us for a no-obligation discussion.
- Public course places are limited, so we recommend booking early to secure your preferred date and session.
May 2026 Customer Journey Mapping
Online via Zoom Price: $1,197.00 AUD ex GSTGain all the skills, tools and support you need to start Customer Journey Mapping in the May 2026 Customer Journey Mapping training workshop.
Customer Experience Training FAQs
Quick answers to common questions about our CX courses, including formats, who they’re for, what’s included, and how to book. This is the practical stuff people ask before they commit.
Every course page lists exactly what’s included, along with delivery format, duration, and learning outcomes.
Private courses are for a single organisation, scheduled when it suits you, and tailored to your journeys, data and goals. They’re ideal for building shared language and momentum.
For non-members, volume discounts are available when booking multiple seats (for example, “buy 3 tickets and save 15%”), and private team training is quoted individually based on size and scope.
Full pricing details and offers are listed on each course page.
• The Customer Experience Professionals Association (CXPA) offers the global Certified Customer Experience Professional (CCXP) accreditation. While we’re not affiliated, our CX Management Fundamentals course aligns closely with their framework and is ideal preparation for those planning to certify.
• COPC Inc. provides operational standards used widely in customer contact and service delivery environments.
• Disney Institute is also recognised globally for their approach to service design and customer experience excellence, though training is typically delivered in the USA and can be costly.
At ACXPA, we’ve created the Australian Contact Centre CX Standards — a national framework for measuring service performance and customer experience across channels, helping local organisations improve consistency and accountability.
“Customer Experience is a skilled profession that optimises a customer’s perceptions and interactions with a brand to deliver better business outcomes.”
The CXPA frames CX around four core elements that shape perception and loyalty:
- Customer Service — direct interactions with your teams (speed, resolution, empathy, knowledge).
- Product/Service Quality — reliability, performance and consistency of what you deliver.
- Customer Journey — the end-to-end path across channels; clarity, continuity and personalisation at each stage.
- Emotional Connection — the trust and feelings your brand evokes that drive advocacy and loyalty.
Experience scores (the classics):
- Net Promoter Score (NPS) — loyalty/likelihood to recommend.
- Customer Effort Score (CES) — how easy it was to get something done.
- Customer Satisfaction (CSAT) — satisfaction right after an interaction.
- Retention and churn (are customers staying?).
- Lifetime value (LTV) and repeat purchase (are they worth more over time?).
- Revenue growth and profitability (is CX moving the P&L?).
- Cost-to-serve / failure demand (are we removing waste and rework?).