Expert level course

Expert level course


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


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



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



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



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



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 



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



  • 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

Earned Growth and Customer Economics

Certificate Program 3

Earned Growth and Customer Economics