Certification program 1 - For all employees

Winning through Customer Experience – CX and NPS Fundamentals

  • Deliver on the company value of customer obsession

  • Define elements of a customer-centric company and culture

  • Explore team behaviors to support positive change

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CX colleagues training together
Customer Insights and Analytics

Certification program 2 - For CX Practitioners

Customer Insights and Analytics

  • Source, build, and analyze customer data sets to draw meaningful conclusions

  • Identify key pain points and use analytical frameworks

  • Enrich customer data with business data

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Certification program 3 - For CX Practitioners

Earned Growth and Customer Economics

  • Communicate the true economic value of your customers and unlock the earned growth potential

  • Translate customer data into bottomline financial impact

  • Create a compelling and precise business case for improving the customer experience

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Earned Growth and Customer Economics
Design

Certification program 4 - For CX Practitioners

Customer Strategy

  • Source, build, and analyze customer data sets to draw meaningful conclusions

  • Identify key pain points and use analytical frameworks

  • Enrich customer data with business data

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Certification program 5 - For CX Practitioners

Customer Experience Design

  • Identify customer needs and embed user and customer empathy into the design process

  • Develop “North Star” future experiences linked to strategy

  • Test and pilot customer experience designs

  • Apply best practices and tried and tested approaches of design thinking to the product, journey, and experience redesign processes

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global community
Build+CR15663_PPTX

Certification program 6 - For CX Practitioners

Executing Change

  • Identify customer and organizational considerations for executing change

  • Scale CX solutions effectively

  • Organize cross-functional teams

  • Transition from “change” to “business-as-usual” CX management

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Certification program 7 - For CX Practitioners

Customer Journey Management

  • Build experience and journey management at scale

  • Organize the operating model and rhythm effectively

  • Work across organizational silos and run customer operations

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Customer Journey Management

Course delivery

  • On-demand: start and access your course anytime, anywhere

  • Timing: 1-3 hours per course

  • Online ‘bite-sized’ content that fits into your busy schedule

  • Engaging, practical, and immersive experience

  • Contains a mix of videos, reading, knowledge checks, case studies and interactive exercises

  • Complete all seven CX certificate programs + a capstone exam to become a Bain-certified CX practitioner (“Premium” and “Premium Connect” subscriptions only)

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NPSx Certification FAQs

  • Is NPS certification legit?

    NPS certification is considered legitimate within the business community. It is a formal recognition of one's knowledge and understanding of the Net Promoter System, a customer experience management system. However, it's important to note that the certification is not a requirement to use or understand the NPS system.

  • What is CX training?

    CX training involves educating employees about the importance of customer experience, how to deliver exceptional customer experiences, and how to use CX tools and data effectively. It often includes modules on customer insights and analytics, customer strategy, CX design, and CX build and execution.

  • How does one prioritize where to start your customer experience?

    Prioritizing where to start improving your customer experience should be based on understanding your customers' needs and expectations. This can be achieved by collecting and analyzing customer data, identifying key customer segments, and focusing on the most critical customer touchpoints or "moments of truth". Prioritization should also consider the potential impact on customer satisfaction and business outcomes.

  • What is customer experience and why is it important?

    Customer experience is the sum of all interactions a customer has with a company and its products or services over the duration of their relationship. It is important because it directly impacts customer satisfaction, loyalty, and advocacy, and ultimately, the company's bottom line.

  • How do I build a customer experience strategy?

    Building a successful customer experience strategy involves defining a clear customer experience vision, understanding customer needs and expectations, designing customer journeys, and aligning the organization around the customer experience. It also involves measuring and monitoring customer experience performance, and continuously improving based on customer feedback and insights.

  • How does data enhance the customer experience?

    Data enhances the customer experience by enabling businesses to provide personalized and context-specific interactions. By analyzing customer data, businesses can understand individual customer preferences and behaviors, and tailor their offerings and communications accordingly. This leads to more relevant and engaging customer experiences.