ALL-EMPLOYEE TRAINING • CUSTOMER INSTITUTE CERTIFIED • 2–3 HOURS
CX-101 All-Employee Training
Description
CX-101 brings your entire workforce onto the same page about customers – from the front line to the back office to head office. In a single short session, everyone learns what customer centricity means and the part they personally play in it.
The course runs in five short chapters – what customer centricity is, why it matters, how listening works, how to keep improving, and what each person can do. About 80% is ready to go; the other 20% is where we weave in your own CX initiative, so it feels like your company, not a generic course.
Run it once to move the whole culture, or build it into onboarding so every new hire starts customer-centric from day one. Everyone who finishes is certified by the Customer Institute as a Customer Ambassador.
Customer Institute Certified Customer Ambassador
Every employee who completes CX-101 is certified by the Customer Institute as a Customer Ambassador – no exam, just completion.
Ideal for
Whole organizations (private & public)
Every employee – front line to HQ
New hires (onboarding)
Duration
A single 2–3 hour session, online or in a classroom. Run once across the company, or add it to onboarding.
Formats
• Fully delivered by us
• We train your trainers
• You deliver yourself
Facilitator
Designed by the Customer Institute; delivered by our trainers or yours.
Certification
Customer Institute Certified Customer Ambassador for every participant. Certificates included.
How to roll it out
80% ready to go, 20% tailored to your own CX initiative. Choose how much you want us to run, and how much you keep in-house.
Fully Delivered
We provide the trainers, the material, and the certificates – you just schedule it and provide the room or the link.
Train-the-Trainer
We run the first sessions with your trainers co-delivering, then hand over so your team can deliver the rest at scale.
Self-Delivered
You provide the trainers; we provide the ready-made material free-of-charge and the optional certificates.
Onboarding Module
Build CX-101 into your onboarding so every new hire starts customer-centric from day one.
Agenda
A single 2–3 hour session in five short chapters. Around 80% is ready to run; the [tailored] moments are where we add your own initiative, journey maps, and examples.
Chapter 1 • What is Customer Centricity
- The magic sauce of every organization: Customer Centricity
Chapter 2 • The Importance of Customer Centricity
- Making or breaking your success!
- The Importance of Customer Centricity and the role of Culture in creating great CX.
Optional Client Content:
Here is how we do Customer Centricity at XYZ Corporation
- Introduction of the client’s Customer Centricity initiative
Chapter 3 • Listening in the context of the Customer Journey
- Listening means winning! Why is listening so important?
Optional Client Content:
Here is how we mapped the Customer Journey and how we listen
- Introduction of the client’s Customer Journey Maps and listening program (VoP, VoE, VoC) as well as dashboards and reports
Chapter 4 • Constant Improvement and the Design of Amazing CX
- Beating yesterday – how your function can get better every day.
- How to turn insights from listening into action.
- How to evaluate improvements.
- How to determine ROI.
Chapter 5 • What will I do?
- Become the hero of your customers!
- What are the skills for delivering great customer experiences?
Optional Client Content:
Here is how you can become a customer hero at XYZ Corporation!
- Introduction of client’s promoted contribution and improvement opportunities to complement the individual action plan.
Material: digital workbook – included in the participation fee
Your Facilitator
For fully delivered and train-the-trainer options.
Stefan Osthaus is one of the industry’s top thought leaders and consultants. He has been a leader in Fortune 500 companies for more than 15 years and has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees.
Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is also president of the Customer Institute, a global keynote speaker, and an insightful author.
Included in this program
Digital workbook
A short digital workbook for every participant, matched to the five chapters.
Ready-to-run training material
The ready-to-run slide deck, facilitator notes, and exercises – 80% done for you + 20% optional content about you.
Optional CCA Certificates
Customer Institute CCA • Certified Customer Ambassador certificates for every employee who completes it (pricing based on no. of participants).
Customer Ambassador Credential
Each certified employee becomes a Customer Ambassador, shareable on LinkedIn.
Tailored support
We help you shape the 20% that’s specific to your organization.
Train-the-trainer
We can certify your own trainers to deliver CX-101 at scale.
Global CX Community
Access to the Global CX Community for your CX team.
Lifelong access to all training material
Handbook, templates, exercises, plus all updates will be accessible to you whenever you need them
Program brochure
The full agenda, learning objectives, and certification details in one PDF.
Contact us with any questions you might have – about content, formats, group bookings or invoicing.