CERTIFIED BY THE CUSTOMER INSTITUTE • BUILT TO BE USED
Customer Experience Training your team will actually use
From a two-hour primer for the whole staff to a six-month transformation, every program here teaches methods you can put to work the same week – and sends you home with a plan, not just notes.
A CX direction your leaders will back
Customer Journey Mapping you can run yourself
Listening that ends in action, not another dashboard
A clear link between CX work and the numbers
A recognized Customer Institute certificate
Useful templates and a ready-to-use action plans
7 programs • from 2 hours to 6 months • certified by the Customer Institute
Customer Institute Certification
actionable plans for your CX initiative
with outstanding customer experience
Certified by Customer Institute
Implementation-first — handbook, templates, chapter tasks
Feedback included on your outputs
Global CX community access
Why this matters now?
The gap between what customers expect and what they actually get is where loyalty quietly leaks away. Our training gives your people a dependable way to spot that gap and close it.
Clarity
Turn good intentions into a clear direction, real goals, and who-does-what.
Capability
Journey mapping, listening, and prioritization – with tools your team keeps and reuses.
Credibility
Show, in plain numbers, how customer experience moves the results leadership cares about.
Who it's for
Whether you’re doing the work, leading the function, or bringing a whole team along, there’s a program sized for you.
CX practitioners
Build the skills your role needs and use them the same week.
Marketing & service leaders
Start or sharpen the CX program your function owns.
Whole teams & executives
Get everyone – from the boardroom to the front line – working from the same map and plan.
What you'll walk away able to do
Concrete things you can do back at your desk, not a certificate for the drawer.
Strategy & governance
- Set a clear CX direction with goals you can measure
- Agree who decides what, across functions and levels
- Get colleagues on board and keep the work moving
Journey & listening → action
- Map the real customer journey – touchpoints, owners, feelings, and needs
- Set up customer and employee listening that you actually follow up on
- Decide what to fix first and turn it into a plan you can track
Choose your program
From a two-hour all-staff primer to our six-month transformation – each one is practical, certified, and led by people who’ve done this at scale.
CX Masterclass
Our flagship on building and running a CX program, in 12 modules on the Customer Centricity Engine. Online, in-house, or public seminar.
2–3 days
In-house or online
CCCX certification included
Customer Journey Academy
Hands-on journey mapping – from the basics to the ONE method for rolling maps out across the whole organization.
2 days
Hands-on workshop
CCCX certification included
Executive Briefing on Customer Centricity
One focused half-day for leaders and boards: which customer-centricity strategy to choose, what it costs, and what it returns.
Half to full day
Leaders & boards
Strategy & ROI
CX-101 All-Employee Training
A short, lively primer that gets everyone – front line to HQ – speaking the same customer language. Self-delivered, train-the-trainer, or fully delivered.
2-3 hours
For every employee
Certified Customer Ambassador certification earned
Excellence in Customer Service
Five days of practical communication skills for customer-facing teams, with role-play and a final exam. Airline and healthcare versions available.
5 days
Frontline teams
Certified Customer Service Professional (CCSP) certification included
Customer Centricity Transformation Program
Our six-month flagship: assessment, masterclass, strategy, and team coaching woven into one guided journey.
6 months
Assessment + Training + Coaching
Organizational certification earned