Customer Journey Management — NPSx by Bain & Company

This certification is made up of three 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, with thought exercises after every chapter to apply learnings to organizational context

Certificate of completion

Certificate of completion

Self Transendence

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

1-3 hours, plus 90-minute final test

Assessment-46

Competency assessments

Learning objectives

Ensure successful standup of customer journeys
Identify capabilities to support customer journeys while alleviating problems with existing journeys
Embed new ways of working to ensure journey managers deliver as cross-functional, Agile teams
Identify governance and operating rhythms to deliver a successful customer journey

Course

1

Introduction to Customer Journeys

Define customer journeys and explore the taxonomy for customer success
Identify the elements of a customer journey
Discover the cross-functionality of customer journeys

Course

2

Setting up Customer Journeys for Success

Discover the key steps needed to set up successful customer journeys
Understand the makeup of a customer journey team

Course

3

Capabilities and Agile Operating Rhythms

Discover common issues with customer journeys
Review the five capabilities that address journey issues
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

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