Programme Overview

Available for international certification from GAFM USA. *Inhouse/offline/custom training is available by request.

CX Practitioners: This foundational program equips executives and professionals with essential knowledge of Customer Experience (CX) principles, frameworks, and tools.

CX Leader+ (CCE – Certified in Customer Experience™): This advanced program is designed for managers, senior leaders, and C-level executives responsible for embedding CX strategy at the organizational level. With a focus on strategic integration, change management, and ROI, this level provides participants with tools to drive CX initiatives that align with organizational goals and deliver long-term customer value.

CX Practitioners: Service professionals
CX Leader+: Senior leaders and C-level executives

CX Practitioners: Grasp the key principles of CX and its business impact.
CX Practitioners: Develop skills in customer journey mapping and touchpoint analysis.
CX Practitioners: Understand how to use customer insights and feedback for continuous improvement.
CX Practitioners: Learn CX measurement techniques to gauge customer satisfaction and loyalty.
CX Leader+: Strategically integrate CX principles into organizational strategy.
CX Leader+: Lead and manage cross-functional teams to drive CX transformation.
CX Leader+: Leverage advanced CX analytics to make data-driven decisions.
CX Leader+: Measure and demonstrate CX ROI to stakeholders and board members.
CX Leader+: Foster a CX-driven culture across all levels of the organization.

CX strategic planning
Managing ROI on CX strategies
Data driven CX Management

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Who Should Attend

Learning Objectives

Subtopics & Modules Covered