Courses

What Are Modular Courses?

CXPA courses are a collaborative curriculum developed by top industry leaders in CX. CXPA modular courses are offered as recordings that can be purchased by CXPA members or non-members. Those who purchase a modular course will have lifetime access to the recorded videos and can watch them at their leisure. 

New Courses

Course Topic: Customer Journey Management - Advanced

Customer journey management is the discipline of understanding, planning, implementing, and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the continuous, holistic management of the customer’s journey and embedding the discipline into the organization. It involves using customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mindset from simple journey mapping can lead to maximizing the benefits of several of the core Customer Experience competencies – understanding, gaining insights, driving change and measuring the impact of the experience.

Release Date: TBA - Summer 2019
Cost: Coming Soon!
More Details: CJM - Advanced

Course Topic: Measurements, Metrics, and Business Value

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.

Date: TBA - Summer 2019
Cost: Coming Soon!
More Details: Measurements, Metrics, and Business Value

Course Topic: Experience Design and Innovation

Innovation and ideas, when guided in the right direction can become invaluable. It is quite evident that design thinking can play a big role in bringing potential ideas to life. This course provides an overview of the concepts, tactical tools and techniques, real examples and case studies, ways to align your organization around new ways of working and help you understand the art and science of defining solutions through design and innovation. The course will focus on some of the most crucial questions of design thinking and how to intentionally create experience that drive engagement and greater business results.

Date: TBA Summer 2019
Cost: Coming Soon!
More Details: Experience Design and Innovation

Past Courses

Course Topic: CX Foundations

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.

More Details: Course Details, Abstracts, and Instructors
Purchase:  CX Foundations Recorded Course - Individual Use
Purchase:  CX Foundations Recorded Course - Corporate License


Course Topic: Customer Journey Management

Customer Journey Management (CJM) includes mapping of the customer journey as a critical component of business success through customer experience. The mapping methodology aims to deepen customer understanding, break down organizational silos, and instill a customer-centric mindset across the organization.

More Details: Course Details, Abstracts, and Instructors
Purchase:  Customer Journey Management Recorded Course - Individual Use
Purchase:  Customer Journey Management Recorded Course - Corporate License

Course Recordings

Purchase Past Course Recordings

Learn more and buy recordings from past courses:

Customer Journey Management
CX Foundations