Introduction to Customer Experience course (CX)

$348 AUD per person

A lot is said and heard about Customer Experience (CX) professionals, but how many people really understand what CX is and what it can do for your business?

Sure, CX professionals are working to deliver insights that their organisations can use to improve stakeholder value – across customers, employees & the organisation and some powerful CX stats are showing the value they are adding.

However, the CX Team typically represents 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 customer experience.

So, we created this Introduction to Customer Experience course to help everyone in your business understand what CX is (and isn’t) because it begins when you have all employees in your business to contribute to great CX outcomes.

Drawn from our leading CX Management / CCXP Exam Preparation 20-hour workshop, the Introduction to Customer Experience course provides a high-level overview of Customer Experience Management.

We cover what CX is, what it looks like and why it matters.

We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability and employee engagement and, of course, create happier customers.

So, if you want to take your business on a CX Journey, this is a great place to start!

Introduction to CX training course

Course Overview (VIDEO)
In this short video, Daniel Ord (course creator & facilitator) is interviewed by CX Skills CEO Justin Tippett to provide a short overview of this course.

Course Suitability

Introduction to Customer Experience online course

The Introduction to Customer Experience course is designed to fast-track CX learnings for those looking to broaden their understanding of CX,  with typical attendees for this course including:

  • Senior executives and managers who want to understand the various components of CX and how and why they are critical to business success, typically to either spark the seed on driving CX initiatives within their business or help them better work with CX professionals either inside or outside their organisation.
  • Leadership teams that want to understand CX and how it can be used to drive business improvement.
  • 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 (many contact centre professionals are transitioning to CX).
  • Managers of experience-related roles (e.g., Member Experience, Student Experience, etc.) who want to broaden their understanding of Customer Experience (CX) and how it can help drive business initiatives.
  • Employees of organisations that already have CX Leaders and CCXPs who want colleagues and employees in their organisation to better understand CX in a practical, motivating, and engaging way.

Looking to take your CX Skills to the next level?

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 a 20-hour course delivered over 4 x 5-hour workshops). Click here to learn more about the course >

Why your trainers experience matters

In this Introduction to CX course, you’ll learn from globally renowned CX trainer Daniel Ord from OmniTouch International.

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.

Daniel Ord Introduction to CX course trainer
This Introduction to CX course is delivered live by global CX expert, Daniel Ord.

Recent Customer Testimonials for Daniel Ord’s CX courses

Excellent course covering strategy and best practice thinking for CX

8 August 2024
Review of July 2024 CX Management Fundamentals course

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.

Avatar for Shelley Norton
Shelley Norton
Head of Brand and CX
PwC

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

30 July 2024
Review of July 2024 CX Management Fundamentals course

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

Avatar for Meredith Hall
Meredith Hall
Chief Customer Experience Officer
Southern Cross Care QLD

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

25 March 2024
Review of March 2024 CX Management Fundamentals course

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!

Avatar for Jac Lu
Jac Lu
Operation Manager
Hyatt

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!

25 March 2024
Review of March 2024 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!

Avatar for Tiffany Cannon
Tiffany Cannon
Cx Lead
Suncorp

Response from CX Skills

Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!

CX Management - CCXP Exam Preparation Workshop - ONLINE

25 March 2024
Review of March 2024 CX Management Fundamentals course

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!

Avatar for Jimmy Ong
Jimmy Ong
Managing Partner
Nucleus Advisory Sdn. Bhd. (Malaysia)

Response from CX Skills

Thanks Jimmy and loved the WOW acronym!

Comprehensive and interesting class

25 March 2024
Review of March 2024 CX Management Fundamentals course

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.

Avatar for Justin Wong
Justin Wong
Customer Care Manager
Cathay Pacific Airways

Response from CX Skills

Thanks Justin, so glad you enjoyed the course!

CX Management fundamentals - Highly recommended

6 September 2023
Review of August 2023 CX Management Fundamentals course

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!

Avatar for Joanne Peden
Joanne Peden
Customer Experience Coordinator
Whyalla City Council

Personal, relatable and practical.

23 June 2023
Review of May 23 Customer Journey Mapping

The course was amazing. This is the first journey mapping course I have attended, and I was sceptical – I was worried it would be very broad, hard to apply and full of jargon.

It was the opposite, and I am continually referring back to the learning materials and putting into practice what I learnt.

Avatar for Rebecca Perkins
Rebecca Perkins
Senior Service Designer
TasWater

CX Contexualised!

6 June 2023
Review of CX Management Fundamentals (May 2023 class)

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.

Avatar for Kefilwe Mpote
Kefilwe Mpote
Product Design / Business Analyst
Blue Label Telecom

I was prepared very well for the CCXP exam!

10 January 2023
Review of February 2022 Customer Experience Management Training

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!

Avatar for Kevin Perry
Kevin Perry
Director - Data & Personalization
IVE Group

Intense yet very enjoyable learning

10 December 2022
Review of December 2022 Customer Experience (CX) Management Fundamentals

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.

Avatar for Maureen Tay
Maureen Tay
Innovation Director
Haier

Highly recommend the Customer Journey Mapping course!

5 January 2022
Review of Customer Journey Mapping (Private Course)

Shane is a fantastic facilitator who guides you through this practical, hands-on course where you get to create your own customer persona and journey map using Mural, an online journey mapping and collaboration tool. Whether you’re new to customer journey mapping or just want a refresher, this course will cover everything you need. Highly recommend!

Avatar for Vera Lynch
Vera Lynch
Organisational Development Business Partner
Canterbury Bankstown Council

Customer Journey Mapping

10 December 2021
Review of Customer Journey Mapping (Private Course)

A great session with Shane giving us some good insights and practise with Customer Journey Mapping.

Avatar for Valerie Dinger
Valerie Dinger
Organisational Development Lead
Canterbury Bankstown Council

Interactive experience

10 December 2021
Review of Customer Journey Mapping (Private Course)

I loved that there was a focus on practical learning and how the theory tied in with our discussions. It was great as well to think from a customer point of view as sometimes we can get lost and focus on what the organisation wants to do, rather than what the customer needs. Overall, great learning experience.

Avatar for Vyllia Meas
Vyllia Meas
Business Analyst
Canterbury-Bankstown Council

Great learning experience

10 December 2021
Review of Customer Journey Mapping (Private Course)

Great session that builds your understanding of the foundations of Customer Journey mapping. Shane was great really interactive and a lot of fun!

Avatar for Antoinette Holt
Antoinette Holt
Manager Corporate Development
Canterbury Bankstown Council

Introduction to Customer Experience course modules

The Introduction to Customer Experience Course is split into two modules delivered over the 4-hour online/virtual session.

Module 1 - Understanding the 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 ensures that everyone in the organisation knows what kind of experience we will deliver.

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

  • The four 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

Course Outcomes

On completing the Introduction to CX online workshop, attendees will be able to:

  • 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 to understand how customers perceive their experience.
  • Understand the importance of having a  CX Vision and the key elements of a CX strategy.
  • Have enjoyed a forum for interaction, sharing and dialogue with others working in similar roles and interests.

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

Customer Experience badge

Optimised for Online/Virtual Training

This course has been fully optimised for online delivery using Zoom, embracing the best of digital learning.

Being online allows participants to learn and interact from anywhere with an internet connection, whether they are in the office, the boardroom/training room or working remotely from another office or home.

The single four-hour format enables it to easily be scheduled into a day that enables your employees the time and energy to learn new skills whilst still being able to stay on top of work matters.

online customer experience for beginners course

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.

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Jim Mundy
Jim Mundy
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Daniel Lanigan
Daniel Lanigan
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
Trisha Bridge
Trisha Bridge
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
Angela Cavallaro
Angela Cavallaro
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Alison Jucha
Alison Jucha
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
K M
K M
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Joyi Lu
Joyi Lu
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Eloise
Eloise
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Raheel Almas
Raheel Almas
Highly Recommended!
Todd Johnson
Todd Johnson
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 teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Sheree Laursen
Sheree Laursen
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Keira Smith
Keira Smith
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!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
Jamie Leonard
Jamie Leonard
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!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
GVW Intranet
GVW Intranet
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. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
Jim Rodd
Jim Rodd
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.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Sam Petroulias
Sam Petroulias
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Dirk van Noort
Dirk van Noort
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
Rebecca Goss
Rebecca Goss
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
Marianne Rutz
Marianne Rutz
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
Rachael Lowe
Rachael Lowe
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.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
Eva P
Eva P
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
Rory Lynch
Rory Lynch
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Lee Siefken
Lee Siefken
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
Vanessa Gralton
Vanessa Gralton
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Adrian Powell
Adrian Powell
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Monica Malgarini
Monica Malgarini
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
Chris Remnant
Chris Remnant
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
Nicole Field
Nicole Field
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Badri Pokhrel
Badri Pokhrel
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Sarsha S
Sarsha S
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Linda P
Linda P
Response from the owner: Thanks Linda, great to have you in our course!
Kaylee Gerbes
Kaylee Gerbes
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Built for Private Training

While we offer a number of public CX training courses where you can purchase a single ticket, such as the CX Management Fundamentals course, the Introduction to CX course is only available as a private booking.

Private training allows for flexible scheduling, ensuring minimal disruption to your business operations while providing a more focused environment where your employees can openly discuss the challenges and opportunities relative to your business.

Contact us for pricing and availability >

Pricing and Payment Options

The Introduction to Customer Experience Course costs $348.00 AUD per person ex GST.

As a private course, we require a minimum of six employees for bookings, and discounts apply for larger teams.

Included in this course:

  • 4 hours of live facilitated training by Daniel Ord
  • Course workbook with key learnings, examples, case studies, etc (provided electronically)

Available Discounts:

  • Discounts are available for training larger teams or workplaces.
  • ACXPA Members save 25% off all CX Skills, including self-paced training courses and a host of other benefits. Learn More >

Contact us for booking information >

Introduction to CX training course prices

Do you have questions about the Introduction to CX course?

Want to train your whole team or business? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

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.