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Professional Certificate in Customer Experience theCXacademy.org Foundation Level 12 - 16 Hours | Study Online A Division of The CX Company
Professional Certificate in Customer Experience
theCXacademy.org
Foundation Level 12 - 16 Hours | Study Online
A Division of The CX Company
Professional Certificate in Customer Experience
Content
Welcome
Course Overview
Course Content
Course Modules
How is the Course Delivered?
Course Assessment
Certification
Subject Matter Experts
Industry Advisory Council
Setting the Global Standard
theCXacademy.org
WelcomeSetting the CX Standard
Customer Experience (CX) is the newest and fastest growing discipline in the
corporate world today (Gartner).
CX is proven to help companies grow their business by retaining customers,
increasing new business sales and reducing the cost of serving customers.
There is a recognised skills-gap in the CX sector and demand for qualified
CX professionals is significant and growing.
This Certificate allows you to obtain a qualification in Customer Experience,
certified by The Academy and validated by our Industry Advisory Council. It will
help you to begin an exciting, dynamic career in a fast developing sector and for
professionals already underway in their jobs, this qualification will provide you
with a roadmap to advance in your career.
The CX Academy set the global standard for CX excellence. The course is
delivered by professionals who understand the challenges facing business
today and are experienced in delivering problem solving solutions. This
Certificate is rooted in ‘real-world’ and practical experience.
Whether you are an experienced executive, a business
owner or just starting out on your third-level journey,
this course is perfect for you.
theCXacademy.org
theCXacademy.org
Setting the Global Standard
for Customer Experience
(CX) qualifications.
Course Overview
Who is this course for?
CX Professionals & Managers
HR Executives
Marketing Executives
Business Owners
Anyone responsible for developing a
CX programme for their organisation
Anyone looking to pursue a career in
Customer Experience
CEOs and Senior Management
theCXacademy.orgtheCXacademy.org
Professional Certificate in Customer Experience (CX)
Course ContentBecoming a Certified Customer Experience Professional will give you a
comprehensive understanding of the key principles of CX. It will ensure
you have the knowledge, skills and tools to apply your learnings within
your organisation.
There are 6 modules in our online Professional Certificate course giving
you a detailed introduction to all required disciplines used in best practice
CX delivery. The Certificate covers a minimum of 12 hours online learning
including video lectures, assignments, industry insights, case studies and
regular self assessment opportunities. The modules are:
1. Introduction to The Professional Certificate in Customer Experience
2. Understanding the Benefits of Customer Experience
3. The CX Framework™
4. The Customer Journey
5. CX in Action
6. Your Four Stages to CX Excellence
theCXacademy.org
Module 1 INTRODUCTION TO THE PROFESSIONAL CERTIFICATE IN CUSTOMER EXPERIENCE
Understand what Customer Experience is, what it is not, the key principles
and the crucial elements that will transform your organisation.
1.0 Introduction
1.1 Definitions and Misconceptions of Customer Experience
1.2 Introducing The Benefits & Key Principles of Customer Experience
1.3 Introducing The CX Framework™
1.4 Introducing The Customer Journey
1.5 Introducing CX in Action
1.6 Introducing Your Four Stages to CX Excellence
Summary & Key Takeaways
Insights & Inspiration
Module 2 UNDERSTANDING THE BENEFITS OF CUSTOMER EXPERIENCE
In an increasingly competitive marketplace learn a completely
revolutionary way of acquiring new customers and understand how
CX can help your organisation stand out from the crowd.
2.0 Introduction
2.1 Differentiation and The Competitive Advantage
2.2 Increasing Customer Retention and Loyalty
2.3 The New Method of Customer Acquisition
2.4 Staff Motivation and Engagement
2.5 How CX Enables Cost Reduction
2.6 Increasing Profits and Shareholder Value
Summary & Key Takeaways
Insights & Inspiration
theCXacademy.org
Professional Certificate in Customer Experience (CX)
Module 3 THE CX FRAMEWORK™
Understand our unique customer framework that underpins CX Excellence.
3.0 Introduction to The CX FrameworkTM
Enabling You to Deliver CX Excellence
3.1 I Trust You
Building the Foundations of Customer Relationships through Trust
3.2 You Know Me
Treating Customers as Individuals and Human Beings
3.3 You Make It Easy
Making it Easy and Effortless for Customers to do Business with your Company
3.4 You Get Me
Showing customers you genuinely understand what it’s like to walk in their shoes
3.5 You Deliver on Your Promise
Managing, meeting and exceeding expectations
3.6 You Fix Things
Putting Things Right When They Go Wrong
3.7 We’ve a Real Bond
Meaningful Customer Relationships Resulting in loyalty & advocacy –
CX Excellence
3.8 Applying The CX Framework To Staff
Summary & Key Takeaways
Assessment
Insights & Inspiration
Module 4 THE CUSTOMER JOURNEY
Understand the importance of every interaction across every touchpoint
that a customer has with an organisation. Learn how each interaction in
the journey contributes to the overall customer experience.
4.0 Introduction
4.1 Understanding Customer Journey Mapping
4.2 The Five Steps to Successful Customer Journey Mapping
4.3 Step 1: Understanding the Journey
4.4 Step 2: Knowing Your Customers
4.5 Step 3: Getting The Right People Involved
4.6 Step 4: Walking Through the Journey
4.7 Step 5: Completing Your Own Journey Map
Summary & Key Takeaways
Insights & Inspiration
theCXacademy.org
Module 5 CX IN ACTION
Understand how staff, outsourced partners, digital innovation and data
will transform your customer experience. Including metrics such as NPS,
CSAT & Net Easy.
5.0 Introduction
5.1 What Great CX Companies Have in Common
5.2 The Role of Staff & Outsourced Partners in Delivering CX Excellence
5.3 Getting Everyone Involved in Your CX Delivery
5.4 How Digital Innovation Drives CX Excellence
5.5 Using Technology & Artificial Intelligence
5.6 Leveraging Your Data
5.7 Measuring & Benchmarking Using Key CX Metrics
5.8 Laws & Guidelines
Summary & Key Takeaways
Insights & Inspiration
Module 6 YOUR FOUR STAGES TO CX EXCELLENCE
Creating a CX success strategy to implement in your organisation tomorrow.
6.0 Introduction
6.1 Stage 1 – Where Are We Today?
• Getting Leadership Buy-In
• Setting Up Your CX Action Task Force
• Benchmarking where your CX delivery currently stands before setting out
6.2 Stage 2 - Where We Want To Be & How To Get There
• Designing a Clear and Believable Customer Promise
• Action Planning Throughout Your Organisation
• Testing Your New Promise Across Customer Journeys
6.3 Stage 3 – Are We There Yet?
• Setting Up Your Internal Reporting Showing Progress
• Identifying Your Critical CX Measurements & Return On Investment
• Recruiting & Training Your to Deliver CX Excellence
6.4 Now – Reap the Rewards! How to Bring Your CX Programme to Life
So Your Customers Feel a Real Bond With Your Organisation
• Differentiating Your Company through Your New Promise
• Retaining Your Customers with Consistent CX Excellence
• Your New Approach to Acquiring New Customers through CX Excellence
Summary & Key Takeaways
Assessment
Insights & Inspiration
theCXacademy.org
How is the Course Delivered?The Professional Certificate is delivered online through our Learning Management
System and we will support you every step of the way along your journey.
Access to our Learning Management System includes:
Access to video lectures delivered by highly experienced CX Professionals
Insights & inspiration
Case studies
Links to all relevant online support
Interactive support & guidance from your CX Mentor
Downloadable resources
Assignments following each module
Recommended reading lists
theCXacademy.org
Course Assessment
During the course, you will have the opportunity to complete online
tests and assessments to achieve your certified qualification. These
online assessments will cover all modules and will test your
understanding of the course.
The assessments are not formal exams but are designed to ensure
that you have a good understanding of the content of the course.
There are several formats of questions used including multiple
choice, matching and Hot Spot questions.
Certification
The CX Academy is the global certification standard for customer
experience excellence. We have created the most widely respected
and globally recognized qualification, developed and tutored by CX
professionals with many years practical experience. This qualification is
certified by The Academy and validated by our Industry Advisory Council
which is made up of customer experience and online education experts.
theCXacademy.org
Experts in Customer ExperienceProfessionals who have significant and practical experience
working at the highest corporate level deliver the Professional
Certificate in Customer Experience.
Our team works constantly with corporations at the cutting-edge
of business, which allows us to keep our syllabus absolutely
relevant and up-to-date and aligned to the needs of the sector.
theCXacademy.org
Industry Advisory CouncilThe Industry Advisory Council with experts from the world’s largest and most
influential digital and traditional brands, validate our syllabus and course
content. By providing expert review and recommendations on a regular basis,
the Council ensures that the syllabus is aligned to industry needs and covers
the most up to date CX skills, core competencies and knowledge required.
theCXacademy.org
Paul Farrell Vice President Commercial - Virgin Media
Kingsley Aikens Managing Director - Diaspora Matters
Jonny Parkes Founder - Customer Minds
Anthony Quigley Founder - Digital Marketing Institute; Code Institute
Joanne Boyle Head of Customer Experience - AXA Insurance
Tina McDonald IKEA - Customer Relations Manager
Karl Lumsden Google - Agency Development Manager
Ann-Marie O’Donnell Actavo - Customer Strategy Director
Michael Killeen The CX Academy - Course Director
Julian Douglas The CX Academy - Managing Director
theCXacademy.org
The CX Academy - Setting The Global StandardThe Professional Certificate in Customer Experience is a globally
recognised certification. We work with CX industry leaders to ensure
that our courses deliver the skills, knowledge and industry needs that
are required by CX professionals throughout the world.
We are members of the InterDirect Network with partners in 36
countries. They help our CX teams identify and meet key educational
and business imperatives in their specific markets.
theCXacademy.org
Contact UsAddress: 20 Grantham Street,
Dublin 8, Ireland
Phone: +353-1-6622277
Email: [email protected]
Website: theCXacademy.org
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