UPDATE: Due to the current demand from learners working from home we can now start your course immediately or at any time that suits you. Please ask us

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A Testimonial To Be Proud Of!

This testimonial is from Jeanne Ogilvie, one of our Professional Diploma Graduates.

This is by far the best course I’ve taken since my uni days. What stood out for me:

The depth and the quality: the course directors have really done a wonderful job at encompassing all the different elements of Customer Experience in a clear, thorough and rigorous manner. It has reinforced my passion and knowledge in this field, and has given me new tools and methods to approach Customer Experience. Be it in its planning, strategy and implementation.

Hands on, practical application: this course isn’t just about learning, it’s about gaining knowledge and using it, then and there. The assignments at the end of each module, really made me think long and hard about the common challenges and opportunities in the CX field. Applying the theory to real case scenarios was invaluable. This was my favourite part.

The format: the short videos made it so much easier for me to retain all the information. There is A LOT to take in, but the bite size videos makes it all manageable. The summary notes were also a great help.

The service: the customer service was absolutely brilliant – any question was answered within 24 hours (and I live in Sydney!). I could really feel that there was time and effort put into each and every answer I received. Although it was all done online, I could feel the warmth and genuine care from the whole support Team as well as the course Directors.

All in all, this CX Diploma gave me new tools, new perspectives and most of all the knowledge, insight and confidence I needed to pursue my CX career.

It didn’t feel like a course as much as an exhilarating, intelligent and inspiring experience. I’m actually really sad it’s over!

Jeanne Ogilvie, CX Consultant, Sydney, Australia

CX Dashboards

As we often learn on our CX courses, metrics, measurement and communicating results are key to achieving CX Excellence and leadership buy-in. If you’re thinking of implementing a CX dashboard to help you highlight key findings and insights – here are some to consider. Before you start you must understand clearly what you want to achieve by implementing a CX dashboard. Also, are you a B2B or B2C company – as this will effect your ultimate decision.

There are many CX dashboards that allow you to undertake and analyse Voice of the Customer surveys but you should be looking for deeper knowledge and more advanced tools that allow for dynamic data, integration, interpretation and sentiment analysis.

Remember that while data is important there are many, many influences on your results. There is no ‘magic pill’ that gives you crystal clear vision of your CX and all data must be interpreted correctly incorporating all current influences.

Your dashboard must:

  • Give snapshots and dynamic customer sentiment
  • Consolidate and integrate customer data from various different sources
  • Let you see and monitor trends over time
  • Give you the communications tools to raise CX awareness across your organisation
  • Be visually appealing

The following platforms are in no particular order but all are worthy of consideration. Getting a demo from each supplier below will get you a stage further in your understanding of dashboards and which one may be suitable for your organisation. we’d also love to hear you opinions and experiences.

The pioneers of online customer feedback, Survey Monkey, have a CX product called GetFeedback

The Athena dashboard from Medallia

Qualtrics have many CX and EX products including their XM Series that you can view here

You may not have heard of CX Index but they are definitely worthy of your consideration. Check out their platforms and integration possibilities.

Aimed at Frontline teams and managers Ask Nicely pops up again and again. Check them out here.

Cloud Cherry was bought by Cisco several years ago and is worth a look.

New Graduate Designations

We’re absolutely delighted that today (April 1st, 2021) we are announcing a letter designation format for all Graduates of The CX Academy.

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CXAC (Cert) confers a designation as a Certified CX Professional at Certificate level and CXAD (Dip) confers a designation as a Certified CX Professional at Diploma level.

This is a really exciting development and gives all Graduates the opportunity to add a well deserved designation after their name that recognises their CX achievements globally.

It will help Graduates, their career and the organisation they work for and give them added recognition both inside the CX and ‘customer’ community and wider afield.

We have planned this carefully and from today we are so happy to say that Graduates can now use these designations in their LinkedIn profile and on email signatures.

To explain, I will use myself as the example when writing in simple text:

To recognise that I have graduated from the Professional Certificate in CX, my designation is:
Julian Douglas CXAC (Cert)

To recognise that I have graduated from the Professional Diploma in CX, my designation is:
Julian Douglas CXAD (Dip)

For this to benefit everyone we need our Graduates to be proud of their achievements and to use these designations as widely as possible.

If you are a Graduate of The CX Academy, please feel free to download the individual logos in this post to add to your email signature, website and all other places.

Please contact us (support@thecxacademy.org) if you have any questions about this and we’d be really pleased to hear any comments you may have.