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.

What Makes OmniTouch Different

We’ve taught CX for more than 25 years and conducted Client research for all those years as well. None of this is theoretical for us.

Participants tell us they appreciate the clarity, structure, and practicality we bring to the discipline. We make CX understandable and useable — not theoretical or overwhelming.

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 cover the four key elements of a business strategy — vision, who we serve, how we serve, and the metrics we use to measure progress — and show how each one translates specifically to CX.

Participants learn the value of a robust CX Vision and how to cascade CX expectations into any function or department.

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 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 to design a metrics hierarchy — from a beacon metric to journey-level and touchpoint-level measures — and how to interpret results in a way that supports decision-making.

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, 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

For professionals who want international recognition, we offer targeted support for the CCXP exam.

We map the course content to the CCXP competencies, review key definitions and models, and work through exam-style questions.

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

OmniTouch Training

This article is part of our Essential Guide to OmniTouch Training Programs — a collection of resources explaining 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 view specific information about our training content, just visit the relevant link below: