
Expert level course

Knowledge checks / quiz and final test

Certificate of completion
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Access to the CX community and course resources (with Premium Connect subscription)

1–2 hours, plus 90-minute final test

Competency assessments
Learning objectives
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Source, build, and analyze customer data sets to draw meaningful conclusions
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Identify key pain points and use analytical frameworks
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Enrich customer data with business data
Course
1
Introduction to Customer Insights & Analytics
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Identify the types of data that are critical to a holistic understanding of the customer experience
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Explore the different types of CX metrics
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Discover what makes a “good” CX metric, using Net Promoter Score as an example
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Explore key data collection approaches and frameworks
Course
2
Operational Surveys
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Explore the importance, benefits, and types of operational surveys
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Design different types of operational surveys
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Review key considerations in developing and deploying operational surveys
Course
3
Strategic Surveys
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Discover the importance and benefits of the strategic survey approach
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Design a strategic survey
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Review key considerations in developing and deploying strategic surveys
Course
4
Predictive Analytics
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Learn how to go beyond surveys and utilize predictive NPS
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See how building predictive models can play an important role in turning insights into action
Course
5
Root-Cause Analysis
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Learn how to develop and test hypotheses for the customer experience
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Go from high level reason to the underlying reasons that drive customer outcomes
NPSx training is for…

CX Practitioners and Teams
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Bain Certified CX Practitioner accreditation
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Seven full certification programs and capstone exam
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On-demand: start and access your training anytime, anywhere
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Timing: 1–3 hours per course
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Online ‘bite-sized’ content that caters to your busy schedule
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Access to CX professional level NPSx community, resources, and case studies
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Engaging, practical, and immersive experience
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Rigorous, in-depth content resulting in comprehensive understanding

Organizations
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Certificate of completion for all learners
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On-demand and cohort-based training
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Timing: 1–3 hours with flexible start / end dates for 100+ learners
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Engaging, practical, and immersive experience
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Access to NPSx community, resources, and case studies
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Branded and customized to your corporate goals
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Learner tracker and reporting
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Learning activation workshop options
