Your CX Learning Pathway
Build awareness and confidence. Put ideas into action. Shape strategy.
Good customer experience needs both defense and offense: fixing pain points that drive customers away and creating Key Moments that give them reasons to choose, remember, and recommend your brand.
Our courses connect a shared mindset with practical service design and strategic decision-making. Experience Archetypes provides a common language for customer value, supported by real-world cases and AI-assisted tools.
CX Essentials (Online / F2F)
Understand why CX matters, and how you contribute.
For employees across the organization, not just those serving customers directly. CX Essentials introduces defensive improvements and offensive Key Moments, alongside the 12 Experience Archetypes, personas, and customer journey maps.
An introductory package with selected cases introduces Rethink CX, Idea Box, and Industry Watch—helping participants question familiar approaches, find inspiration, and understand competitors’ experiences.
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Online: An approximately one-hour, pre-recorded course that builds awareness and a shared mindset.
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F2F: A facilitated course that deepens understanding through discussion, guided exercises, and brainstorming. Live online delivery is also available.
Expected results: Understand why CX is everyone’s responsibility, recognize opportunities to create customer value, and contribute ideas with greater confidence.
CX in Action
Turn ideas into practical service improvements and Key Moments.
A face-to-face, project-based workshop that builds on CX Essentials. Designed primarily for frontline employees, supervisors, and supporting colleagues, it focuses on a real customer journey or service opportunity.
Participants apply Experience Archetypes, personas, and customer journey maps to improve the experience. Rethink CX supports discussion, Idea Box helps teams adapt ideas from other markets and industries, and Industry Watch brings in evidence from real visits to competitors.
Teams design Key Moments around Value + Emotional Impact + Tangible Cues. AI helps translate selected ideas into a service blueprint, which participants review and refine before planning a pilot.
Expected results: A practical service concept, a reviewed service blueprint, and a pilot plan with clear responsibilities. Customer testing and follow-up can be included in the agreed scope.
CX Strategy
Build awareness and confidence. Put ideas into action. Shape strategy.
A two-to-four-day program for CX Owners, CX teams, and leaders across operations, IT, and other relevant functions.
Using the CX Strategy Agent, participants balance defensive improvements with offensive Key Moments. Guided by 5W1H and more than 100 context-relevant prompt cards, they consider customer needs, their own capabilities, competitor intelligence, and market trends.
Industry Watch informs strategic choices with insights from real customer visits. AI supports research and what-if analysis, while participants review evidence, compare options, and approve decisions.
CX Simulator offers optional competitive scenario practice. Emotion Quality Meter provides optional research into customers’ emotional reactions, including before-and-after comparisons.
Expected results: A working CX strategy with prioritized short- and long-term actions, clear responsibilities, and measures of success.
