Introduction to CX online course

There is a lot of Customer Experience (CX) professionals out there working to deliver insights that their organisations can use to improve stakeholder value – across customers, employees & the organisation.

But the CX Team typically represent only a few folks across organisations with dozens, hundreds and even thousands of employees.

And it takes everyone in the company to make great CX outcomes happen.

And what does CX even mean? Even within the industry, there is often confusion about what customer experience encompasses.

So we created this special Introduction to CX workshop to help everyone understand what CX is (and isn’t).  Because that’s where it begins when you want everyone to contribute to great CX outcomes.

Drawn from our intensive CX Management / CCXP Exam Preparation Workshop, our Introduction to CX isn’t only content-rich – it’s fun.  We know because that’s what everyone tells us.

We cover what CX is, what it looks like and why it matters.  And how it compares and contrasts to Customer Service.

Your participants will go back to work with depth & breadth in CX – that helps turn the conversations in your organisation to ‘how can I help you get there’.  Not just ‘oh no, another transformation.’

Let us help you inspire the people around you – in Management, Customer Service, Marketing, Finance, IT, Engineering, Procurement, Legal and more – to care about your CX ambitions and why it’s so crucial to business today.

Image of three Customer Experience ratings (happy, netural, dissatisfied)

Who should do this course?

Customer Experience online course Asia Pacific

We’ve been teaching CX courses since 2001 and whilst many of our participants seek to become CX Leaders and Consultants, it’s also becoming clear that there are others who want to increase their awareness and understanding of CX practices and principles without striving to be a CX practitioner.

The Introduction to CX online course is delivered over a single 4-hour session to fast-track CX Learnings with typical attendees for this course including:

  • Senior Executives and Managers who want to understand the various components of CX and how and why it’s critical to business success.
  • Sales and Marketing professionals who want to broaden their understanding of Customer Experience and why it matters.
  • Contact Centre and Customer Service professionals who want to broaden their understanding of Customer Experience (CX) and improve their career opportunities.
  • Employees of organisations that already have CX Leaders & CCXPs who want colleagues & employees in their organisation to better understand CX in a practical, motivating & engaging way.

If you are looking to become a CX practitioner or consultant, or want a deeper level of CX understanding and/or are preparing for the CCXP exam we recommend the more advanced Customer Experience Fundamentals Course (which is an 18-hour course) >

Why your trainers experience matters

In this Introduction to CX online course, you’ll learn directly from renowned global CX trainer Daniel Ord from OmniTouch International, one of only 15 CXPA Recognised Training Providers* in the world and as you’ll note in his numerous testimonials, Daniel is widely regarded for his wealth of knowledge, engaging presentation style and real-life stories that bring the learnings to life!

A 30-year industry veteran, Daniel has spent the last 20 years facilitating workshops as part of his global Omnitouch International training business that helps people deliver better Customer Experiences.

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.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on CX Central or view Daniel’s profile on LinkedIn.

*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.

CXPA Recognised Trainer Provider
Introduction to CX trainer Daniel Ord

Introduction to CX Course Modules

The Introduction to Customer Experience online course is broadly split into three modules delivered over the 4-hour online session.

Module 1. Understanding Customer Experience

Customer Experience isn’t Customer Service on steroids. And it’s not about buying the latest technology or offering another channel.

It’s about understanding the Customer’s perception of your organisation and then proactively doing something about it.

The Building Blocks for CX

  • Defining Customer Experience
  • Looking at CX ‘from space’
  • How to use the Customer Lifecycle & Stages
  • The role & value of Journeys
  • The role & value of Touchpoints
  • The role of prioritisation in CX

Customer Expectations

  • Drivers of Customer Expectations
  • Shaping Customer Expectations
  • Customer Expectations & Journeys
  • Physical & emotional Customer expectations
  • The CX Pyramid and how to use it
  • The Jobs to Be Done paradigm
  • The difference between Customer Experience & Customer Service

Module 2. What kind of Experience will we deliver?

There isn’t just ‘one’ kind of experience.  Crafting & communicating the CX Vision makes sure that everyone in the organisation knows what kind of experience we will deliver.

And we have to consider both who we are – and what customers want – to put together that great CX Vision we can all rally around.

  • The 4 elements of CX Strategy
  • Defining the CX Vision
  • The CX Vision and Values
  • Inputs to the CX Vision – Who we are
  • Inputs to the CX Vision – Voice of Customer
  • The role of Voice of Customer
  • Setting Employee Standards with a CX lens

Module 3. Culture

Culture is what unites everyone – but what is it and how do we get there? We highlight key elements and how they ‘work’.

  • Defining Culture
  • The role of Values in Culture
  • The role of Hiring in Culture
  • The role of Socialisation in Culture
  • Rituals, Storytelling & Training

Course Outcomes

On completing the Introduction to CX online workshop you will:

  • Understand and be able to explain the definition of Customer Experience.
  • Be able to describe the essential building blocks of Customer Experience.
  • Recognise the difference between Customer Experience and Customer Service and why that matters.
  • Learn different models for understanding how Customers perceive their experience.
  • Understand the importance of having a  CX Vision and the key elements of a CX strategy.
  • Learn how to define culture and the various contributors to CX success.
  • Have enjoyed a forum for interaction, sharing and dialogue with others.

Like all our courses, we incorporate plenty of exercises, discussions and laughter to ensure you have a great learning experience!

Customer Experience for Managers online course

Zoom Zoom!

Whilst we have been training face to face all over the world for more than 20 years, like everywhere, COVID changed the way we needed to operate.

We now run all our courses online and our content and supporting materials have been adapted to ensure we still deliver a premium training experience.

With the physical barrier to course attendance removed, we’ve also been thrilled to now be joined by students from all across the world adding to the learning experience.

With the Australian Time Zone (AEDT/AEST), the course is suitable for a range of different countries including across Asia-Pacific with Singapore, Hong Kong and Malaysia regularly joining us along with attendees from the USA, UK and Europe.

Zoom is our platform of choice that is easily available to anyone with a web browser.

online cx management introduction course Australia

About CX Skills

CX Skills is a specialist training business that only delivers customer experience, customer service and leadership 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.

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CX Skills
5.0
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
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Course Delivery

Our introduction to CX online course is available to book publicly and for private sessions with the differences explained below.

Publicly Available Courses

The Introduction to CX course is a four-hour online course delivered via ZOOM and tickets are available to the general public. This is perfect for small numbers of employees attending and the added benefit of meeting and learning from others also on a CX journey.

The times and dates are fixed to enable you to plan ahead around rosters, diaries etc – If you would like to have more flexibility on the dates and times or need to train larger numbers please refer to our private options.

Private Course

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your team to ‘get everyone on the same page’ with customer experience.

It can also be more cost-effect to train larger groups (e.g. more than 5 people) so contact us today to learn about pricing and availability.

Learn more about our private course options >

Contact Us

If you’ve got further questions about the course or would like to discuss a private training session for your business please contact us on +61 3 9008 7287 AEST/AEDT Monday to Friday or send us a message >

You may also be interested in our 18 hour CX Management Fundamentals course designed for anyone working in a CX role, consulting or preparing for the CCXP exam.

Upcoming Public Courses

You’ll find a list of all the upcoming dates for our public Introduction to CX online courses. Simply click on the dates best suited for you to learn more about the course and purchase a ticket(s). If you’d rather organise a private training session to train a team of people at your organisation please contact us for rates and availability.

The next available course will be on the 16th Feb 2022 – tickets will be available soon!