Certificate in Advanced Customer Experience (CACX)

Why Attend

This ISM Endorsed course on Customer Experience (CX) provides a comprehensive guide to help professionals understand and effectively manage the emotions elicited from every interaction at every customer touchpoint, ensuring these interactions lead to sheer delight rather than deep frustration.

Participants will gain critical insights into designing, planning, and executing an exceptional customer experience. The course will also cover everything from understanding the fundamentals of CX to developing and implementing advanced strategies to measure and improve CX initiatives.

Course Methodology

The training employs a mix of self-assessments, templates, group exercises, workshops, and relevant videos to ensure participants acquire and apply the competencies needed to design and implement a full-fledged CX program.

Course Objectives

By the end of the course, participants will be able to:

• Understand the fundamental concepts of Customer Experience (CX), including its definition, importance, and key components, and differentiate between CX and customer service.
• Conduct thorough customer research, assess CX maturity, and develop a comprehensive CX framework tailored to their product-market fit.
• Identify customer touchpoints, create detailed personas, and use tools and techniques for effective journey mapping, including AI-powered personalization. 
• Craft a focused customer strategy and developing actionable CX plans using strategic tools like the CX strategy canvas.
• Master the key metrics for measuring CX success and apply methodologies such as Design Thinking and Conversion Rate Optimization to continuously improve the customer experience.

Target Audience

This course is ideal for professionals in customer service, marketing, PR, communications, sales, and operations who wish to understand the importance and role of CX, design and implement CX programs, and build their competencies in such a discipline related to customer-centricity.

Target Competencies

• Mastering CX AI tools
• Assessing CX maturity
• Developing CX strategies 
• Journey mapping techniques
• Creating customer personas
• CX metrics and tracking
• Developing CX canvas