Customer Experience (CX) Management

Topics Covered in Course

  • Organizational readiness
  • Top reasons CX programs fail
  • Executive commitment requirements and impacts
  • Linking key performance indicators with NPS
  • Examples of real-world CX metrics
  • Framework and steps to implement a measurable CX program
  • CX strategic lessons and impacts
  • CX tactical lessons and impacts
  • Organizational impacts from CX programs
  • Organizational benefits from CX programs
  • Multi-faceted approach to CX programs
  • Future CX trends

Templates Included

  • CX Diagrams

Detailed Course Description

(** This course can be purchased individually **) Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many other positive organizational impacts. You’ll achieve higher customer engagement, reduce churn, increase revenues, decrease costs, and obtain greater employee satisfaction from a measurable CX program implemented within your organization.

CX professionals who want to drive successful measurement programs need to follow specific steps to guide them through making a range of decisions and choosing which customer segments and experiences need to be measured and acted upon. Organizations that want to manage CX must actually be able to measure it.

This course will provide an overview of CX and the framework and steps necessary to implementing a measurable CX program within your organization.


This course can now be purchased individually (if you're not ready yet for a full subscription from the Academy). The button below will link you to Udemy where you can view the entire course and obtain all templates. 

NOTE: Completing the course on Udemy does not provide credit towards any of our certifications at the Academy in conjunction with SCIP - that requires a subscription on this site.

This course is SCIP Endorsed and part of SCIP On Demand Certification

SCIP certification is part of your subscription cost. 

Obtain your Course Completion Document

When you successfully pass a test - you will obtain a Course Completion document (this proves you took, and passed, that specific course). Collect the specific Course Completion documents for any given SME roadmap - if you successfully pass a test you can download a PDF document - that is your Course Completion document for that specific course. When all are obtained for a given SME roadmap, submit those documents to in one email and SCIP will issue you a Subject Matter Expert personalized certificate.

After viewing this course you can take the test below.

A password is required to start the online test. To obtain your password, click here and your email will be verified to see if you're a current subscriber at the Academy and your password for taking tests will be emailed to you.

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