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

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

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

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

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

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

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

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

  • Live facilitated sessions will be part of the community experience under the “premium connect” package only

  • 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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