Customer Experience isn’t a buzzword — it’s a business discipline.
Our CX training helps professionals bring organizational focus back to Customers — not just in words but through smart actions. It’s about delivering outcomes that are good for Customers and good for the business.
This article is part of our Essential Guide to OmniTouch Training Programs.
If you’re interested in CX training, you might enjoy our article:
Surprise Moments in CX Training: What Makes Participants Go “Oh!”
The CX Competencies We Teach
We have formally taught CX for more than 10 years – and cover these topics:
CX Management & Strategy — Setting direction, establishing a CX Vision, and aligning priorities with business strategy.
CX Architecture & Design — Lifecycle vs. journeys vs. touchpoints — and how to use each to design and improve experiences.
Research & Insights — Quantitative & qualitative methods, Voice of Employee, Journey Mapping, listening posts, and what to consider when presenting and sharing results.
Experience Design — An introduction to Human-Centered Design and the practices involved.
Metrics & Measurement — Selecting the right measures, linking them to business goals, and using them to guide improvement.
Culture & Governance — Governance and culture practices that keep CX front and center in your organization.
Values & Cultural Transformation — Bringing CX to life through the everyday behaviors of your people.
Designing & Executing Great Mystery Shopper Programs — Using Mystery Shopper Research to improve CX in a structured, high-impact way. What Really Happened to Your Customer: Introducing Our Mystery Shopper Research Series
CCXP Exam Preparation (Optional Certification)
For professionals pursuing the Certified Customer Experience Professional (CCXP) credential, we offer a structured preparation track covering each competency, practice quizzes in the style of the exam, and a post-course study session.
Preparation for the CCXP Exam is optional — though we find that it strengthens real-world capability whether or not you sit the exam.
Who This Training Is For
Over the last 10+ years of delivering formal CX training — following a decade of formal CRM programs — we’ve welcomed a variety of Participant backgrounds, including:
- CX professionals and leaders
- Contact Center & Customer Service leaders who want to broaden their know-how
- Cross-functional teams involved in research, design, change, and governance
- The organization-at-large when it comes to values & culture transformation
This Overview
This article gives a high-level view of what we cover in our Customer Experience Training. For further information:
- The Essential Guide to OmniTouch Training
- Contact Center Management Training
- Frontline Contact Center & Customer Service Training
- Our upcoming Public Courses
- For enquiries — just drop us an email
Thank you for reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe via our website.
Daniel Ord
[email protected]
www.omnitouchinternational.com
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