New Course for 2022!

We’re very excited to team up with OCX Cognition, the global leader in Net Promoter training to offer an instructor-led course (this one) and a self-paced online course for individuals and businesses looking to upskill themselves in global-best practice Net Promoter methodology.

The world’s largest and most successful NPS certification program

You’ve probably already heard about Net Promoter Score® (NPS®) or participated in an NPS Survey if you’ve ever been asked the question “On a scale of 1 to 10 how likely are you to recommend <insert your company name> to a family and friend?’

At its core, NPS is a simple score. A survey question. A metric. It’s the “one number you need to grow and it’s sold as being easy to use and promises countless riches in transforming businesses based on customer loyalty.

So it’s not surprising that Net Promoter has been implemented by thousands of companies globally and across the Asia Pacific as well as several large organisations here in Australia looking to gain a competitive edge.

Yet with so many companies having adopted the Net Promoter Score, so few have enjoyed the transformative impact that it was expected to deliver.

Why? Because NPS is about much more than just a score! If your company is already using NPS, or if you’re serious about implementing Net Promoter into your business, this is the ultimate Net Promoter Training Masterclass to fast-track your business success.

An image showing how to calculate a Net Promoter Score

Experience that matters

This live Net Promoter Masterclass is designed by Richard Owen who literally lead the team that developed the NPS methodology!

Richard’s team developed the Net Promoter Score in a joint project with Bain & Company, but its success as a complete methodology took 10 years of thought leadership.

20 Net Promoter conferences, more than 6,000 participants and hands-on involvement in over 1,000 enterprise programs later enables you to learn a thing or two about success and failure for CX – and all those learnings are in this Net Promoter Masterclass!

Delivered by the Co-creators of NPS

This Net Promoter Masterclass is suitable for 5 or more participants and includes:


  10 Completely Re-imagined Thought Leadership Frameworks

  More than 7 Hours of Live virtual sessions with Subject Matter Experts

  More than 8 Hours of Original Online Instruction (the self-paced course)

 Direct Access to Subject Matter Experts

  Interactive Program Assessment Tools

  Complete All Certification Requirements Online


Built on over 10 years of experience, this course will fast-track your NPS skills with the leading NPS certification in the world.

A quick overview of Net Promoter Score (NPS)

The Net Promoter Score (NPS) metric is designed to measure customer loyalty with one simple question. Depending on the score provided by the customer, the customer is categorised as a Detractor, Passive or Promoter.

The research shows that your NPS score strongly correlates to the growth of your business (the objective being the higher the score, the higher the business growth).

Net Promoter is the methodology in how to obtain the scores, analyse the data and use the insights to transform your business.

An illustration of how Net Promoter Score (NPS) works
An illustration of how Net Promoter Score (NPS) is calculated

Want to learn on your own?

Want to learn on your own?

Self-paced or live, facilitated sessions – it’s your choice!

This facilitator-led workshop requires a minimum of 5 people and includes 5 live facilitated workshops that are completed in conjunction with the self-paced course.  If you don’t have a minimum of 5 people or would prefer to complete the training on your own, click here to learn more about the self-paced course >

5 Live Facilitated Sessions with Industry Experts

This ‘instructor lead’ program combines all the benefits of the self-paced program plus you have access to weekly real-time virtual sessions with OCX Cognition industry experts where we’ll go even deeper with compelling case studies, practical examples, and thought-provoking discussions that address your greatest program challenges.

As a result of joining us online and virtually, you’ll also:

  • Learn how Net Promoter best practices are applied in a variety of industries
  • Collaborate and interact with industry experts
  • Acquire real-time, personalised guidance from your success team
Gold stamp with Customer Loyalty written on it
Net Promoter Score written on a card
Customer loyalty expressions

5 Live Facilitated Sessions Overview

Across the 5 live facilitated sessions of the Net Promoter Masterclass, you’ll learn everything you need to know about implementing and/or optimising an NPS program into your organisation. Note these sessions are completed in conjunction with the self-paced online course that is included as part of this Net Promoter Masterclass.

Session 1. Kick off in style!

Welcome message by Richard Owen, introductions, and setting the stage for success.

HomeworkUnits 1 & 2 online

Session 2 - Underpinning Success & Data Confessions

Customer journey mapping – the ins, the outs, and practice.

HomeworkUnits 3 & 4 online

Session 3 - The Root of All Goodness & Lights, Camera, Action!

Analytic techniques that deliver along with strategies for Closed Loop

HomeworkUnits 5 & 6 online

Session 4 - A Burning Platform & You’re One Strategic Genius

Digital Transformation along with CX Program Alignment

HomeworkUnits 7 & 8 online

Session 5 - Show Me the Money & You’re in the Driver’s Seat

Customer lifetime value, NPS Economics, the Road to Maturity, and your graduation ceremony hosted by Richard Owen!

“When it comes to something as important as NPS, it matters that you educate yourself and that you do so with the very best in the industry.” – Daniel Ord, Global CX Expert & Founder of Omnitouch International

The included self-paced course

As well as the 5 x 1.5 hour live sessions led by industry experts, this Net Promoter Training Masterclass also includes the self-paced online course. 

The self-paced course modules are facilitated by NPS guru Richard Owen.

While CEO at Satmetrix, Richard Owen led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach.

And with Laura Brooks, he co-authored “Answering the Ultimate Question”, the best-selling “how to” guide for NPS practitioners.

Richard Owen is now the founder and CEO of OCX Cognition and in 15 years of hands-on involvement in more than 1,000 enterprise NPS programs, Richard and his team have developed a definitive understanding of what NPS was, is, and should be and he’s certified over 6,000 professionals globally in NPS.

Put simply, no one has more experience Net Promoter Score experience than Richard and his team of experts!

Learn more about stand-alone the self-paced course >

A picture of Richard Owen, trainer of the NPS certification course on CX Skills

CX Certification that matters

Any successful CX program starts with deeply informed professionals who understand the core capabilities needed across their organisation. Becoming certified will ground you in the art & science of NPS, enabling you to propel your program to success.

This Net Promoter Training Masterclass supports your professional and organisational aspirations to:

  • Act from a common framework
  • Build & leverage quality data sets
  • Engage the whole organisation
  • Accelerate transformation
  • Deliver financial prosperity

You’ll receive your proof of Net Promoter certification at the completion of the course (It will be emailed directly to you) making it a great addition to your CX skillset.

Training course for NPS certification

You’re in good hands

At CX Skills we only partner with the leading Customer Experience practitioners and training providers from across the globe that has proven credibility and skills. Whilst you purchase the course through us, the training and support for this course will be directly provided by the incredible team at OCX Cognition.

As soon as you’ve placed your order with us we’ll notify the team at OCX cognition and they’ll provide you with the online details to access the live expert sessions and your self-paced course.

With the timezone differences, please allow up to 48 hours to receive your login details.

CX Skills Net Promoter Masterclass training course

CX Skills Reviews & Testimonials

Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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.
07:00 03 Jun 22
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 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!
Keira Smith
Keira Smith
02:55 29 Nov 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!
Jamie Leonard
Jamie Leonard
05:13 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. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

How to Book & Questions

If you’ve got a minimum of five people and you’d like to book your instructor-led Net Promoter training Masterclass program please contact us using the online form below for pricing and availability or contact us on +61 3 9008 7287.

Our office is open Monday to Friday 8:30 am to 5:30 pm Monday to Friday AEDT/AEST (Melbourne/Sydney time).

A calendar showing the dates of the NPS online training courses

Net Promoter Training Masterclass Enquiry Form

Please complete the form below if you’d like to learn more about the live, facilitator-led Net Promoter Masterclass including pricing and availability. We’ll come back to you ASAP!

  • Please enter any comments or questions below

Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld.