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 Success Stories

 

Please join us on Thursday 5th November 2020 at 12pm (noon) for a 40 minute Masterclass.

  • This webinar is all about good news.
  • Specifically good news and success brought about by CX initiatives.
  • We’ve got two great guests from the UK and our own Michael Killeen talking about recent success stories in their business and businesses around the world.
  • What are the keys to success and what does the customer need to hear?
  • You’ll get lots of ideas that you can put into practice right now!
Join Martin Canwell (Aptean), David Orr (Fencor), Tony Clifton (Fencor) and Michael Killeen (The CX Academy) on Thursday 5th November at 12 noon (IST & BST).
Looking forward to seeing you there!

CX as a Career

Please join us on Thursday 13th August 2020 at 12pm (noon IST) for a 40 minute free Masterclass.

CX as a Career

PLEASE REGISTER HERE

Are you considering moving into CX? Would you like to change your career path?
Just one small step and you could move into the fastest growing discipline in the world!
Join us to discuss the role of a CX executive in a modern organisation
What are the roles, responsibilities and key skills required?
Interview tips, the first 90 days and how to make an immediate impact!

Course Directors Cathy Summers and Siobhán Mallen will be joining us.

PLEASE REGISTER HERE

Your Career – Your Course

Please join us on Thursday July 30th 2020 at 2pm for a 40 minute free webinar to help you choose the right CX qualification for your career.

You’ll learn:
-How CX benefits your business
-What a CX qualification does for your career
-How our CX courses work
-Which course is the best for you

We’ll look at the Professional Certificate and the Professional Diploma and afterwards you’ll have a very clear idea which course is right for you!

PLEASE REGISTER HERE

 

With all of our courses you will learn:

– A deep understanding of CX, the skills and tools required to create new strategies and drive improvement in existing strategies

– The confidence and knowledge to discuss and implement CX strategies with senior leadership at the highest level in your organisation

– A step by step guide to manage and embed a world class CX programme and build a culture of staff empowerment

– The expertise to advance your career and to speak the language of leadership

PLEASE REGISTER HERE

The Power of Caring

Shared emotions have bought companies and customers closer together during the corona virus.

Consumers sense of trust has been heightened and dictating which companies they deal with in the future.

Genuine care for staff, customers and community strengthen deep bonds.

Companies who are truly authentic and live their values matter more than ever. Those that stepped up during the crisis will be remembered forever. And those that didn’t, beware.

We will launch our new corona virus insight survey results in 6 weeks. Follow this series for further information.

Choose The Right CX Course For You!

 

Please join us on Wednesday July 1st, 2020 at 2pm for a 40 minute free webinar on choosing the right CX qualification for you!

  • You’ll learn:
    How CX benefits your business
    What a CX qualification does for your career
    How our CX courses work
    Which course is the best for you

We’ll look at the Professional Certificate and the Professional Diploma and afterwards you’ll have a very clear idea which course is right for you!

Please register here

 

With all of our courses you will also learn:

– A deep understanding of CX, the skills and tools required to create new strategies and drive improvement in existing strategies

– The confidence and knowledge to discuss and implement CX strategies with senior leadership at the highest level in your organisation

– A step by step guide to manage and embed a world class CX programme and build a culture of staff empowerment

– The expertise to advance your career and to speak the language of leadership

Please register here

University Credit Rated CX Education

 

 

 

 

 

 

We are delighted and proud to announce today that our Professional Diploma in Customer Experience (CX) has been credit rated by Glasgow Caledonian University (GCU).

This is a significant, internationally respected and recognised educational body. GCU would be considered one of the UKs top universities and they have over 20,000 students and 1,600
administrative staff.

We’ve looked around and as far as we are aware no other CX courses are credited rated or accredited by an official university.

GCU were a natural fit for us. They understand business and have a well developed understanding of the ‘university to business’ mindset.

They know that programmes must be practical, accessible for professional learners and underpinned by solid theory.  They have been our partners during this whole process and we are delighted to be
working with them.

Now, the CX Academy’s Professional Diploma in CX is the first globally recognised, university credit-rated qualification for CX.

The programme is rated by the Scottish Credit and Qualifications Framework (SCQF) at Level 8 qualification which equates to a Level 5 in the European Qualifications Framework (EQF).

Please ask ana@thecxacademy.org if you want more information on the Professional Diploma in CX.

Thanks!

CUSTOMER EXPERIENCE WEBINAR 24TH OF JUNE

 

 

 

 

 

 

We’re delighted to invite you to join us on Monday 24th June at 10am (BST) for a webinar in this fast-growing sector.

Our guest speaker will be Michael Killeen, Managing Director of The CX Company and a global and passionate voice for CX over many years.

Please register here:

https://tinyurl.com/y5ok6882

Michael will talk about:

• Using CX to drive loyalty & retention
• Growing your business through the new method of customer acquisition
• Staff Empowerment and the implementation of a CX Excellence programme into your organisation.

We’ll also discuss why Michael has set up The CX Academy, the employment opportunities and the importance of recognized CX education. We’ll talk about how The CX Academy’s programmes are setting the global standard for CX certification.

During his career Michael has worked with General Electric, Harley Davidson, FAO Schwartz, and American Airlines. He also works day-to-day in the ‘real world’ with global CX leaders such as Microsoft, Virgin, Diageo and many more.

The CEO of The CX Academy, Julian Douglas will moderate the session.

The session will last for approximately 40 minutes and you can ask questions regarding Customer Experience which Michael will be happy to answer.

There is a limited number of places available at this session so please register now.

Customer Experience Webinar 16th of May

 

We’re delighted to invite you to join us on Thursday 16th May at 10am
(BST) for a webinar in this fast growing sector.

Our guest speaker will be Michael Killeen, Managing Director of The CX
Company and a global and passionate voice for CX over many years.

Please register here:
https://zoom.us/webinar/register/WN_PNkhm12bTsWElQmWua8pDg

Michael will talk about:

• The career opportunities in CX
• Growing your business through the new method of customer acquisition
• Customer retention and the implementation of a CX Excellence
programme into your organisation.

We’ll also discuss why Michael has set up The CX Academy, the
employment opportunities and the importance of recognized CX
education. We’ll talk about how The CX Academy’s programmes are
setting the global standard for CX certification.

During his career Michael has worked with General Electric, Harley
Davidson, FAO Schwartz, and American Airlines. He also works
day-to-day in the ‘real world’ with global CX leaders such as
Microsoft, Virgin, Diageo and many more.

The Managing Director of The CX Academy, Julian Douglas will moderate
the session.

The session will last for approximately 40 minutes and you can ask
questions regarding Customer Experience which Michael will be happy to
answer.

We only have a limited number of places available at this session so
please register now.

Steps to Successful Customer Journey Mapping

 

Below is an excerpt taken from Module 4 of the Professional Certificate in Customer Experience.

This module includes all the below and a huge amount of detailed information on how your business can create and utilise your customer journey.

What is a Customer Journey?

A Customer Journey is defined as every interaction across every touch-point that a customer has with a company. Each interaction in the journey contributes to the overall customer experience.

What is a Customer Journey Map?

A Customer Journey Map is a visual representation of the process a customer goes through to achieve a goal with a company. It includes every interaction a customer has at each touch-point for that specific journey.

A Customer Journey Map focuses on what the journey currently looks like – this is what we call the “as is”.

For each stage of the “as is” journey, you should look at: 

  • What actions happen – what is the customer doing?
  • Which touch-points the customer uses – are they going online, or making a call, using an app or visiting a store or branch
  • What the common issues and pain points are for customers? (by pain points we mean what are the barriers to the customer completing their objective, what annoys them and may cause them to abandon the journey, complain or even stop doing business with the company)
  • How the customer is feeling at each stage – are they happy, annoyed, frustrated, satisfied etc?

It also includes how the journey can be improved – this is what we call the “to be”.

For each stage of the “to be” part of the Customer Journey Map, you  should look at: 

  • What actions can be put in place to improve the “as is” experience?
  • How specific pain points can be addressed or removed?
  • How the customer journey can be simplified

What is Customer Journey Mapping?

It is very important that companies take the time to understand each journey from the different customers’ perspective and consider how the customer experience can be made as good as it possibly can be for them.

To do this companies need to walk in their customers shoes and map out every interaction at every touch-point along the customer journey for each different type of customer. This process is referred to as Customer Journey Mapping.

What questions do I need to address?

Before and during the process of Customer Journey Mapping, ask yourself the following questions. You need to answer honestly and always with your customer in mind.

Who is the Customer? – create at least one description and picture (persona) of the customer you are focusing on. Imagine the customer is sitting in the room with you and constantly refer back to them

What is the Customer Goal? – what is the overall goal the customer is trying to achieve?

What are the stages? –what stages of the journey does the customers go through to achieve their goal?

What are the Touch-points? – what  touch-points does the customer use through each stage of the journey?

What is the current Customer Experience? (the “as is”) – what are the actions, pain points and emotions of the customer?

How do we make Improvements? (the “to be”) – what are the opportunities to improve the Customer Journey?

 

If you would like to learn more about Creating and utilising your customer journey, and receive our Customer Journey template, sign up to our next course: the Professional Certificate in Customer Experience