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How L&D Leaders Can Future Proof CX Training in the Age of AI
The AI Era: Preparing CX Teams for the Future As AI adoption accelerates, Learning & Development (L&D) leaders face a fundamental challenge: preparing CX teams to work with AI while preserving...
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How CX Leaders Can Use AI to Strengthen, Not Replace, Human Connection
The Evolving Role of AI in Customer Experience AI is changing how CX teams deliver customer experiences. The real challenge for CX leaders is ensuring AI enhances rather than erodes human connection. ...
Customer Journey Mapping: Avoiding Pitfalls and Driving Real Impact
Customer journey mapping is a powerful approach for improving customer experiences, but a lot of organisations focus too much on the process of mapping itself rather than making sure it leads to real ...
Setting Up Your Customer Journey Mapping Programme for Success
In today’s competitive market, understanding your customer’s journey is more important than ever. Customer journey mapping is the process of visualising and analysing the steps your customers take...
The Perfect CX Metric For Your Organisation
In today’s customer-centric world, one question frequently arises among customer experience (CX) professionals: “What is the perfect CX metric for your organisation?” While there isn’t...
Top CX Statistics to Know in 2025 & Why
2025 is officially here and as a CX Professional you need to be up to date on all things CX. AI was the biggest elephant in the room in 2024 and will probably remain this way this year too. However,...
12 Days of CX-Mas Wishes
During December we posted 12 CX Wishes going through all the things your customers wish for when it comes to great CX – not just for Christmas but for all year round. To save you time here they ...
How to become a CX Specialist?
Today businesses understand that customer experience (CX) is crucial in fostering customer loyalty and employee satisfaction which ultimately drive business and revenue growth. It’s because of this ...
How to Set up a CX Team?
Building a Customer Experience (CX) team is one of the most crucial steps for organisations aiming to deliver exceptional service and meet the ever-growing expectations of their customers. A well-stru...
When HR Meets CX
When HR Meets CX Customer experience is delivered from the bottom up. This means that the customer-facing staff are the ones who will have the greatest impact on CX. However, do not mistake thi...
5 Benefits of Investing in CX
Whether you’re a small business or a large international company your success is always tied to how your customers feel after every interaction with your organisation. Customer Experience (CX...
Creating a Unified Customer Experience: Breaking Down Silos
In today’s fast-paced world, delivering a convenient and memorable Customer Experience (CX) is the key to differentiation. However, one of the biggest challenges many organisations face is working a...
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