23-25 Jun
3 days, Tue - Thu 08:00 - 16:30
Description
-
This programme is designed to support preparation for the Certified Customer Experience Professional (CCXP) examination and to develop advanced capability in customer experience strategy, governance, and leadership.
-
It aligns to the CXPA Customer Experience Framework and is grounded in established CX theory, complemented by practitioner frameworks derived from enterprise CX leadership.
-
The programme follows a structured, decision-led progression that reflects how customer experience is defined, designed, prioritised, governed, and sustained in complex organisations, enabling participants to apply CX principles with rigour, consistency, and professional judgement.
Overview
- CX as system outcome; VoC, VoP, VoE; triangulation; closed-loop feedback; measurement as governance
- Qual vs quant; ethnography (conceptual); JTBD; segmentation; personas; experience intent
- Lifecycle framing; journeys vs narratives; playbooks; service blueprints; Design–Delivery Boundary
- Drivers; correlation vs causation; regression as causal literacy; VoP proxies; prioritisation
- Operating model; governance; decision rights; maturity models; CX tech & AI enablement
- Culture as system outcome; leadership; VoE; Service Profit Chain; #99 accelerator
Pre-requisites
There are no strict prerequisites for this course, but it’s best suited to participants who have some exposure to customer experience, service delivery,or customer-focused roles. A basic understanding of concepts like customer journeys, feedback, or operational performance will help, but everythingis explained in a practical and accessible way. The course is designed to build capability, so even if participants are newer to CX, they’ll be able tofollow and apply the material as they go.
What you will learn
- CX as system outcome; VoC, VoP, VoE; triangulation; closed-loop feedback; measurement as governance
- Qual vs quant; ethnography (conceptual); JTBD; segmentation; personas; experience intent
- Lifecycle framing; journeys vs narratives; playbooks; service blueprints; Design–Delivery Boundary
- Drivers; correlation vs causation; regression as causal literacy; VoP proxies; prioritisation
- Operating model; governance; decision rights; maturity models; CX tech & AI enablement
- Culture as system outcome; leadership; VoE; Service Profit Chain; #99 accelerator
Who should attend?
This course is designed for professionals responsible for shaping, delivering, or improving customer experience within their organisations. It’sparticularly suited to CX practitioners, VoC specialists, product and service leaders, and managers working in operations, marketing, or digital roleswhere customer outcomes matter. It also works well for leaders and decision-makers who need a structured way to understand and drive CX acrossfunctions. Whether you’re preparing for CCXP accreditation or looking to strengthen your practical CX capability, the course is built to be relevant forthose working in complex, real-world environments rather than purely theoretical contexts.
