Accredited Customer Experience (ACX) Masters
The ACXM training programme encompasses theoretical and practical training in customer centric concepts and tools from the CEMMethod - designed to enable you in strategic customer centric design and transformation. We believe in a learning by doing approach, therefore this course entails the practical application of key learnings to a real-life case study for maximum benefits to be realised. Attendees will attain the globally recognised ACX Masters level accreditation through the BP Group.
Description
4 full day training sessions in-person at iqbusiness Park in Rivonia, coached by experienced CX Coaches at iqbusiness covering an overview of the ACX Programme and fundamentals of CX transformation.
- Certification is competency-based, evaluating competency through the practical application of the concepts during the course of the workshop, ensuring you have the skills to deliver CX improvement.
- Over the duration of the course, delegates will learn the CEMMethod and understand how to apply it. The course covers the theory of the methodology as well as a number of practical exercises based on relevant case studies.
- A number of tools are introduced and utilised to ensure that the method is understood and applied.
ACXM Masters is suitable for a leadership audience – Customer Experience Professionals and Managers, Product Owners Business Unit and Team Leaders, Department Heads across the business. There are no prerequisites to attend this course.
What you will learn
- Develop an understanding of Outside-In thinking.
- Define the full customer lifecycle of a priority customer category.
- Use the Innovation Formula to ideate and redesign that lifecycle.
- Understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.
- Review the organisation structure and re-align roles to deliver successful customer outcomes.
- Understand the broader customer experience ecosystem and develop an action plan to deliver CX traction.
Pre-Requisites
No prerequisites are required for this course.