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ISM Endorsed Certificate in Advanced Customer Experience (CACX) - Virtual Learning

ISM Endorsed Certificate in Advanced Customer Experience (CACX) - Virtual Learning

Why Attend

This ISM Endorsed course on Customer Experience (CX) provides a comprehensive guide to help professionals understand and effectively manage the emotions elicited from every interaction at every customer touchpoint, ensuring these interactions lead to sheer delight rather than deep frustration.

Participants will gain critical insights into designing, planning, and executing an exceptional customer experience. The course will also cover everything from understanding the fundamentals of CX to developing and implementing advanced strategies to measure and improve CX initiatives.

Associations
Associations
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Overview
Course Methodology

The training employs a mix of self-assessments, templates, group exercises, workshops, and relevant videos to ensure participants acquire and apply the competencies needed to design and implement a full-fledged CX program.

Course Objectives

By the end of the course, participants will be able to:

  • Understand the fundamental concepts of Customer Experience (CX), including its definition, importance, and key components, and differentiate between CX and customer service.
  • Conduct thorough customer research, assess CX maturity, and develop a comprehensive CX framework tailored to their product-market fit.
  • Identify customer touchpoints, create detailed personas, and use tools and techniques for effective journey mapping, including AI-powered personalization. 
  • Craft a focused customer strategy and developing actionable CX plans using strategic tools like the CX strategy canvas.
  • Master the key metrics for measuring CX success and apply methodologies such as Design Thinking and Conversion Rate Optimization to continuously improve the customer experience.
Target Audience

This course is ideal for professionals in customer service, marketing, PR, communications, sales, and operations who wish to understand the importance and role of CX, design and implement CX programs, and build their competencies in such a discipline related to customer-centricity.

Target Competencies
  • Mastering CX AI tools
  • Assessing CX maturity
  • Developing CX strategies 
  • Journey mapping techniques
  • Creating customer personas
  • CX metrics and tracking
  • Developing CX canvas   
Course Outline
  • Customer Experience: An Introduction   
    • Customer Experience-Definition    
    • The importance of Customer Experience
    • Customer Experience vs Customer Service
    • The holistic approach of CX
    • Key components of an exceptional CX
  • Preparing for CX implementation  
    • Customer research and analysis
    • The six pillars of Customer Experience   
    • A suggested CX Framework
    •  Ensuring product-market fit  
    • CX maturity: definition and assessment
  • Mapping the customer journey   
    • Identifying customer touchpoints
    • Creating customer personas  
    • Tools and techniques for journey mapping  
    • Personalization in CX  
    • AI customer journey (AI tools and demos)
  • Developing a CX strategy   
    • Customer strategy: definition
    • The one-page customer strategy  
    • Developing CX action plans  
    • The CX strategy canvas
    • Developing your CX strategy canvas
  • Customer Experience enhancement and metrics    
    • Key CX Metrics: NPS, CSAT, CES, and more
    • CX improvements methodologies
    • Design Thinking (DT) for product improvements  
    • Conversion Rate Optimization (CRO) techniques
    • The CX execution dashboard 
Associations
Associations
Institute of Sales Management (ISM)

Meirc is a recognized center and an endorsed training partner for the Institute of Sales Management (ISM*). This endorsement is a badge of recognition for the high quality sales and marketing training courses offered by Meirc Training & Consulting. Upon successfully completing any of these courses, participants will be awarded an ISM Certificate in addition to the certificate they receive from Meirc Training & Consulting.

*ISM is the UK’s largest professional body for salespeople and is the authoritative voice of selling and the custodian of sales standards, ethics and best practice. The core mission of the ISM is to promote standards of excellence in sales and sales management and enhance the prestige, integrity and profile of the sales profession as a whole and to inspire sales and marketing personnel to greater heights of achievement. ISM qualifications are vocationally-related, globally-recognized and are overseen by the UK government’s regulator Ofqual so you can be sure they meet the highest standards.

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MPC
MPC Certifications
Meirc Professional Certificate (MPC)

MPC certified courses by Meirc Training & Consulting are designed for those willing to challenge themselves and go the extra distance. Participants who fully attend an MPC course and successfully complete the test on the last day, will receive a Meirc Professional Certificate (MPC), in addition to the one they receive for full attendance. MPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside.

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Schedule & Fees

2024 Schedule & Fees

There are no public sessions remaining for the course this year. Please contact us if you wish to have a customized in-house session, or to find out how an additional public session can be scheduled.

2025 Schedule & Fees

Location & Date
6 - 10 Jul, 2025
English
Virtual Learning
Fees
Per participant

USD 3950

Fees + VAT as applicable

Discount Plans & Cancellations Policy

Meirc reserves the right to alter dates, content, venue, trainer, and to offer courses in an integrated virtual learning (IVL) format whereby face to face classroom participants and virtual learners participate simultaneously in the same course in an interactive learning experience.

Tax Registration Number: 100239834300003

Face-to-Face Courses
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