ISM Endorsed Certificate in Advanced Customer Experience (CACX)

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. PrerequisitesNone — open to managers at all levels

5 Days

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Course Methodology

The course 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:

Explain 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 develop 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 improve the customer experience continuously

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
- Definition of Customer Experience
- 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

2026 Schedule & Fees

Course Fees Starting From

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