
Expert level course

Knowledge checks/quiz and final test, with thought exercises after every chapter to apply learnings to organizational context

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

1-3 hours, plus 90-minute final test

Competency assessments
Learning objectives
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Ensure successful standup of customer journeys
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Identify capabilities to support customer journeys while alleviating problems with existing journeys
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Embed new ways of working to ensure journey managers deliver as cross-functional, Agile teams
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Identify governance and operating rhythms to deliver a successful customer journey
Course
1
Introduction to Customer Journeys
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Define customer journeys and explore the taxonomy for customer success
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Identify the elements of a customer journey
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Discover the cross-functionality of customer journeys
Course
2
Setting up Customer Journeys for Success
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Discover the key steps needed to set up successful customer journeys
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Understand the makeup of a customer journey team
Course
3
Capabilities and Agile Operating Rhythms
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Discover common issues with customer journeys
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Review the five capabilities that address journey issues
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Explore how creating a robust, agile operating rhythm is essential for orchestrating journeys and the supporting capabilities
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
