CXPA Courses

CXPA On-demand Courses

CXPA on-demand courses are a collaborative curriculum developed by top industry leaders in CX. CXPA on-demand courses are offered as recordings that can be purchased by CXPA members or non-members. Those who purchase an on-demand course will have lifetime access to the recorded videos and can watch them at their leisure. Note: Those who are seeking live, instructor-led training to prepare for the CCXP exam should contact one of CXPA's Recognized Training Providers.

CXPA's Foundations Modular Course

The CX Foundations course will introduce you to the basic concepts of Customer Experience and help you understand how they fit together for your organization. From strategy to developing insights and demonstrating results, this course will help you launch CX for you or your organization. You’ll learn the terms, understand the concepts and gain exposure to the variety of skills needed in this profession.

Purchase to Unlock: CX Foundations Recorded Course - Individual Use
Purchase to Unlock: CX Foundations Recorded Course - Corporate License

Customer Experience Strategy

Nancy Hegarty, CCXP
Diane Magers, CCXP

We will begin our five-part course with a closer look at Customer Experience Strategy. This knowledge is critical to being able to articulate an operating plan, investments and tactics across the company. Customer Experience Strategy describes the intended customer experience and its linkage to overall corporate objectives. It is important that this strategy aligns with the organization’s brand values and attributes.

Some of the key areas we’ll address are:

  • Development of “branded” customer experiences
  • Strategy and planning for cross-business-unit efforts to support the organization’s CX strategy
  • CX best practices across industries
  • Internal marketing and communications
  • Associate engagement
  • Business strategy frameworks and planning

Contains 1 hour and 30 minutes of instruction.

Voice of the Customer, Insights and Understanding

Ryan Ogden, CCXP
Judith Ottenstroer, CCXP
Phil Durand

A critical component of Customer Experience is listening to our customers. This module will describe the various methods of gathering insight from customers and then further describe what to do with that information once you have it. From the design and implementation of Voice of the Customer (VoC) programs to analyzing the feedback drawn across sources, it is important to be able to identify customer pain points and opportunities to improve and differentiate.

Some of the key areas we’ll address are:

  • Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
  • Qualitative and quantitative research methods
  • VoC analytical tools and methodologies
  • Touchpoint mapping

Contains 1 hour and 23 minutes of instruction.

Metrics, Measurement and ROI

Bob Azman, CCXP

It is critical that CX Professionals be able to demonstrate positive business outcomes. This module will help students understand and identify key CX metrics for tracking experience quality, satisfaction and loyalty. We will also address infrastructure and mechanisms to capture CX Data as well as focusing on the right metrics that capture the customer experience.

Some key areas we’ll cover are:

  • Relationship and financial metrics to create an ecosystem of success
  • Key frameworks for measuring digital effectiveness and return on investment (ROI)
  • Experience measurement and research methodologies
  • Finding the balance of qualitative and quantitative metrics

Contains 1 hour and 27 minutes of instruction.

Experience Design and Innovation

Mike Kendall
Dan Afseth

Customer-centered design and innovation is critical for building a thriving business or organization. In fact, stocks of design-leading companies are outperforming the S&P 500 by over 200%. In this module, you will learn powerful principles and tools for Design Thinking and Innovation, plus how to bring them to life in your organization.

Some of the areas to be covered include:

  • Key Experience Design methodologies and mindsets
  • Gaining deep customer empathy and insights
  • Ideating and creating customer-centered solutions
  • Rapid experimentation, prototyping, and customer co-creation
  • Scaling, implementing, and improving designs

Contains 1 hour and 17 minutes of instruction.

Culture & Accountability

Tabitha Dunn, CCXP
Lorraine Schumacher, CCXP

Peter Drucker once said “Culture eats strategy for breakfast.” In this final module we’ll look closely at how you cultivate a customer-focused culture. We’ll address the importance of employee engagement from the front lines to the executive suite. From aligning business goals with customer-focused culture to working across departments and organizations to improve customer-centric culture, this final module will pull together the disciplines and help ensure you have a solid foundation to move ahead.

Some of the key areas we’ll cover are:

  • Best practices for cultivating a customer-focused culture
  • Internal and external marketing, promotion, and communications
  • Employee hiring, training, and coaching
  • Employee engagement strategies
  • Reward and recognition strategies
  • Project management principles
  • Collaboration and relationship management practices
  • Leadership and change management
  • Prioritization process
  • Process management

Contains 1 hour and 7 minutes of instruction.

CXPA's Measures, Metrics, and Business Value Modular Course

Translating engagement to business results is a challenge for many organizations. Balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Stakeholders need to understand how CX delivers clear business results. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. We will share how you can target, measure and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from customer experience improvements – while you engage your customers.

In this course you will:

  • Understand how to define CX measures, metrics and business value
  • Learn ways to embed structure for CX benefits into your internal processes
  • Learn the art and science of tracking benefits realization
  • Examine ways to think differently about business results and ROI
  • Understand the opportunities of building a foundation of CX benefits realization
  • Create successful structures within your organization’s processes to showcase success for Customer Experience and Associate Engagement

Purchase to Unlock: Measures, Metrics, and Business Value Recorded Course - Individual Use
Purchase to Unlock: Measures, Metrics, and Business Value Recorded Course - Corporate License

Module 1: Setting the Stage

Learning outcomes:

  • Definitions and current organizational focus
  • Measures & Metrics related to CX
    • Differentiation of measures and metrics
    • Types of Metrics - Strategic & Operational, Functional & Cross-functional, Touchpoint & Journey
    • Customer Perception, behavioral, outcome-based metrics
    • Range of CX measures and metrics
  • How you will help lead and drive your organization

Contains 55 minutes of instruction.

Module 2: Relevance and Needs

Learning outcomes:
  • Selecting the right metrics to measure
    • Customer value
    • Journeys and Lifecycle
    • Touchpoint, journey stage measures, journey metrics
  • How to gather and report the data - what should be on your dashboard
  • Are people taking action?

Contains 34 minutes of instruction.

Module 3: Linking CX to Business Value

Learning outcomes:
  • Correlation vs. Causation
  • C-suite feedback on Correlation vs. Causation
  • Causation Approaches and Examples
  • Impact of CX to Enterprise measures and resulting business value

Contains 30 minutes of instruction.

Module 4: Linking CX Projects to Business Value to Secure Investment

Learning outcomes:
  • Justifying the overall investment in CX program, projects, and organization
  • CX program/projects and their impact on CX Metrics
  • Linking CX Metrics to Business Value (using Module 2 approaches)
  • Estimating the cost of CX Programs
  • Determining the ROI of CX program investment

Contains 31 minutes of instruction.

Module 5: Measuring, Reporting, and Improving Value Delivery

Learning outcomes:
  • Measurement and Reporting Principles
  • Value Delivery / Benefits Realization
  • Stakeholder Management
  • Customizing the metrics / dashboard for key stakeholders
  • Telling the CX Value story
  • Summary and Actions

Contains 45 minutes of instruction.