OmniTouch Customer Experience Training

Daniel Ord with participants during an OmniTouch training session.

Customer Experience is a business discipline.

And like any business discipline, it needs clarity, shared language, and structure — not slogans or inspiration alone.

We help people understand CX in a way that’s practical, human, and grounded in the realities of organisational life.

Our Customer Experience Management Fundamentals Program

Our flagship CX program, Customer Experience Management Fundamentals & CCXP Exam Preparation, develops capability across the five internationally recognized CCXP competency areas while helping participants understand how the different elements of Customer Experience Management work together in practice.

Our Focus Areas for Customer Experience Training

We structure our CX programs around six interconnected focus areas.

Together, they give people a practical, end-to-end view of Customer Experience as a business discipline — not just a set of projects or surveys.

1. Understanding CX Purpose & Architecture

We begin with clarity. Participants learn what Customer Experience really is — a business discipline with purpose, structure, and shared language.

We explore why CX matters to the organisation before introducing the foundational architecture: lifecycles, journeys, expectations, prioritisation, and touchpoints.

People leave this section with a grounded, practical understanding of where experiences “live” — and what’s involved in making them better.

2. CX Strategy

Customer Experience doesn’t work when it isn’t aligned to organisational strategy.

So we begin by building a practical understanding of organisational strategy and related business concepts — including Vision, Outcomes, Strategic Objectives, Strategy and Measures — before showing how CX Strategy connects with and supports the organisation’s broader direction.

Participants learn the value of a robust CX Vision and how to translate CX Strategy into meaningful priorities and expectations across functions and departments.

3. Voice of Customer (VOC) & Insights

Great CX decisions require great Customer understanding.

In this focus area we explore quantitative and qualitative research, ethnographic approaches, unstructured feedback, and different types of surveys — relationship, transactional, and focused.

We also consider an important question that sometimes gets overlooked: Who is the Customer?

From there, we look at the role of Personas and how Journey Mapping provides a different and often deeper perspective on Customer needs, perceptions, and behaviors.

4. Experience Design

Experience Design is an effective and repeatable way to improve new or reimagined experiences.

Participants work through a clear design process — research, analyse, ideate, prototype, and test. We explain what the Double Diamond approach means, why the process must be iterative, and who should be involved at each stage.

And we share practical tips — including why prototypes should be “roughly made,” the value of co-creation, and why slide decks alone rarely inspire great experience design.

5. CX Metrics & ROI

CX requires credible, meaningful measurement.

Participants learn how CX measurement connects with organisational Outcomes and Strategic Objectives, and how to build a meaningful hierarchy of measures — from higher-level CX measures through to journey, touchpoint, and operational measures.

We examine NPS, CSAT, CES, qualitative indicators, operational data, and linkages to financial outcomes.

We also explore how to speak about CX performance and ROI with leaders in a way that is honest, practical, and persuasive.

6. Culture & Governance

CX becomes real when it becomes cultural.

This focus area explores how organisations embed CX into everyday behaviours, leadership expectations, accountability, and governance structures.

We work through expected practices in governance, what it means to put CX into approval processes, and how to manage a pipeline of CX projects over time.

The goal is to help organisations move from isolated CX efforts to a shared operating mindset.

CCXP Exam Preparation

Our Customer Experience Management Fundamentals & CCXP Exam Preparation program is aligned with the internationally recognized CCXP competency framework.

For participants pursuing CCXP certification, we connect the course content to the five CCXP competencies, review key definitions and models, and work through exam-style questions.

Participants preparing for the exam also receive a post-course one-on-one preparation session.

The emphasis is on deep understanding, not memorisation — so that even exam preparation strengthens real-world CX practice.

Our CX Training Extends Beyond CX Professionals

We also offer Customer Experience Management for Team Leaders, helping Team Leaders understand CX and translate organizational CX strategy into everyday Frontline practice.

And within our Frontline Professional Courses, Quality & Customer Experience for Frontline Professionals helps people understand how their own performance contributes to Quality and the Customer Experience.

OmniTouch Training

This article is part of our Essential Guide to OmniTouch Training Programs — an overview of our training curriculum across Contact Center, Customer Service, and Customer Experience.

This article gives a high-level view of what we cover in our Customer Experience Training.

To explore our other training options, visit the relevant links below:

Thank You for Reading

I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this article resonated with you, I’d be pleased to stay connected.

Feel free to get in touch anytime, or explore more of our work below.

Daniel Ord
[email protected]
www.omnitouchinternational.com