Certified CX Professional (English course)

What Will You Learn?

• How to quantify the true cost of poor CX and build a financial business case your CFO will approve
• The 7 categories of opportunity cost hidden beneath the surface (the Iceberg Model)
• How to calculate the ROI of a CX programme and articulate its 4 core value drivers
• The 5 pillars of a winning CX strategy: Vision, Insight, Action, Governance, and Measurement
• How to assess your organisation's position on the CX Maturity Ladder
• The 5 CX governance models — and how to choose the right one while avoiding common anti-patterns
• How to build customer journey maps that drive action instead of dying in a drawer
• The 7 layers of a working journey map and the 4 map types, plus when to use each
• How to master the core CX metrics — NPS, CSAT, and CES — and know when to use which
• The real relationship between NPS and retention, and the 6 illusions that fake it
• How to design surveys that beat survey fatigue and produce statistically valid data
• When to use trigger-based vs. relationship surveys, and open-ended vs. closed questions
• How to build a closed-loop feedback system across all 5 layers, from capture to verification
• How to recover detractors using proven archetypes and a structured recovery playbook