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)


1–3 hours, plus 90-minute final test


Competency assessments

Learning objectives

  • Describe the two key components of customer strategy – “where to play” and “how to win”

  • Apply these components using techniques such as segmentation, driver analysis, prioritization frameworks, etc.

  • Distinguish between corporate and customer strategy

  • Recall other key considerations to set up for success when developing customer strategy



Where to Play – Prioritizing Customers Segments, Wants, and Needs

  • Discover the different ways you can segment your customer base

  • Learn to distinguish between corporate and customer strategy

  • Identify elements of digital disruption



How to Win – Prioritizing Product and Journey Features

  • Learn how to define Customer Experience Taxonomy

  • Understand how to apply the C.I.T. prioritization framework 

  • Identify how to set targets for your priority segments

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

Customer Experience Design

Certificate Program 5

Customer Experience Design