Introduction to CX online course

There are a lot of professional CX folks out there working to deliver insights that their organisations can use to improve Stakeholder value – across Customers, Employees & the Organization.

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

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

So we created this special Introduction to CX online course to help everyone in your business contribute to great CX outcomes.

Drawn from our international CX Management / CCXP Exam Preparation Workshop, our Introduction to CX isn’t only content-rich,  it’s fun!  We cover what CX is, what it looks like and why it matters.

Your participants will go back to work with depth & breadth in CX, which 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 about CX – in Customer Service, Marketing, Finance, IT, Engineering, Procurement, Legal and more and drive true CX change across your business.

Introduction to Customer Experience Training Course

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 two consecutive days (four hours each day) to fast-track CX Learnings with typical attendees for this course including:

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

If you are looking to become a CX practitioner or consultant, want a deeper level of CX understanding and/or prepare for the CCXP exam we recommend the more advanced Customer Experience Fundamentals Course (which is a 16-hour course) >

Watch the video

The CEO of CX SKills Justin Tippett interviews the course facilitator, Daniel Ord, to provide an overview of the 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 the CX Hustle 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 CX online course is broadly split into four modules delivered over the 2 x 4 hour online sessions.

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 prioritization 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

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 Organization 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 CX Vision

  • 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. Customer Service & Culture

There continues to be confusion between ‘what is CX’ and ‘what is Customer Service’.  The answer to this question changes the entire way an Organization looks at CX – and Customer Service – and leverages on both.

And Culture is what unites everyone – but what is it and how do we get there?  In this section, we figure that out.

Customer Service

  • The difference between Customer Experience & Customer Service
  • What CX professionals can learn from Customer Service professionals
  • Defining Customer Service for everyone

Culture

  • Defining Culture
  • The role of cultural beliefs
  • The role of Values in Culture
  • The role of Hiring in Culture
  • The role of Socialization in Culture
  • Rituals, Storytelling & Training
  • Formal & Informal Rewards

Module 4. CX as a Business Discipline

CX is about a lot more than just ‘being nice’ to Customers.  It’s a formal business discipline with specific & specialised know-how required.

The Organisational competencies for CX have been well established and are important to understand.

The Business Background for CX

  • The historical & market drivers for CX
  • CX as a business discipline
  • The role of metrics & outcomes
  • Stakeholders for CX

The 6 CX competencies and what you need to know about each one

  •  Customer Experience Strategy
  • Voice of Customer, Customer Insight & Understanding
  • Experience Design, Innovation & Improvement
  • Metrics, Measurements & ROI
  • Organisational Adoption & Governance
  • Customer Centric Culture
  • Putting it all together – what CX maturity looks like

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 process of developing a CX Vision.
  • Understand CX as a business discipline and how it fits in with organisational success.
  • Understand the 6 CX competencies.
  • Understand key maturity points for CX.
  • Have worked through exercises that allow you to apply concepts to real-world scenarios.
  • Have enjoyed a forum for interaction, sharing and dialogue with others.
Customer Experience for Managers online course

Zoom Zoom!

Prior to COVID, Daniel regularly travelled the world conducting his training courses and as was previously based in Singapore for 20 years, Daniel was a popular trainer across the Asia-Pacific region including numerous visits to Australia.

With COVID making travelling difficult for the foreseeable future, all of our courses have now been transitioned to online.

The added benefit is that has now removed the physical barrier to course attendance and we’ve been thrilled to welcome students from all across the world to our recent courses and with the Australian Time Zone (AEDT/AEST), the course is suitable for a range of different countries.

And with each online session a maximum of four hours (including a few breaks), it still enables you to stay on top of things at work or home!

The courses are conducted via ZOOM with the course link provided after the bookings are confirmed.

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.

CX Group Australia logo

Outstanding Value!

When you purchase the Introduction to CX Online course you receive:

  • 8 hours of live facilitated training with Daniel Ord, one of only 15 Recognised Training Providers in the world accredited by the CXPA.
  • A comprehensive eBook

Course Delivery

Our introduction to CX online course is only available privately. This provides you with the flexibility to book dates and times to suit your organisation.

When you purchase the Introduction to CX Online course you receive:

  • 8 hours of live facilitated training with Daniel Ord, one of only 15 Recognised Training Providers in the world accredited by the CXPA.
  • A comprehensive eBook

Flexible pricing is available for this course based on the number of employees you’d like to involve in being part of your CX transformation.

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 or team.