Customer Insights and Analytics — NPSx by Bain & Company

This certification is made up of five courses, with exercises after each one to help you apply your learnings in your day-to-day work. There will also be a final test to show your mastery of the subject. All our courses have been carefully designed to engage you and your teams in three practical ways:

01 To learn the purpose of customer advocacy
02 To teach the fundamentals of CX
03 Help to lay the foundations for deep expertise across core CX disciplines

Expert level course

Expert level course

Quiz

Knowledge checks / quiz and final test

Certificate of completion

Certificate of completion

Self Transendence

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

1–2 hours, plus 90-minute final test

Assessment-46

Competency assessments

Learning objectives

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

Course

1

Introduction to Customer Insights & Analytics

Identify the types of data that are critical to a holistic understanding of the customer experience
Explore the different types of CX metrics
Discover what makes a “good” CX metric, using Net Promoter Score as an example
Explore key data collection approaches and frameworks

Course

2

Operational Surveys

Explore the importance, benefits, and types of operational surveys
Design different types of operational surveys
Review key considerations in developing and deploying operational surveys

Course

3

Strategic Surveys

Discover the importance and benefits of the strategic survey approach
Design a strategic survey
Review key considerations in developing and deploying strategic surveys

Course

4

Predictive Analytics

Learn how to go beyond surveys and utilize predictive NPS
See how building predictive models can play an important role in turning insights into action

Course

5

Root-Cause Analysis

Learn how to develop and test hypotheses for the customer experience
Go from high level reason to the underlying reasons that drive customer outcomes

NPSx training is for…

CX Practitioners and Teams

CX Practitioners and Teams

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

Subscribe to training for myself

Organizations

Organizations

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

Find out more about training for my team