CX Fundamentals Winning on Purpose — NPSx by Bain & Company

The Winning Through Customer Experience certification is made up of two required courses and several elective, role-based ones. Combined with leading thought exercises, you'll be empowered to apply your learnings in your day-to-day work.

All our CX fundamentals 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 CX fundamentals
03 Help to lay the foundations for deep expertise across core CX disciplines

Quiz

Knowledge checks / quiz

Certificate of completion

Certificate of completion

Self Transendence

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

2.5–3 hours

Assessment-46

Competency assessments

Learning objectives

Deliver on the company value of customer obsession
Define elements of a customer-centric company and culture
Explore team behaviors to support positive change

Course

1

Winning on Purpose: Introduction to CX (required)

Understand what a company's purpose should be (and how it's different from the way most companies think about purpose today)
Learn why 'enriching the lives of customers' is the only purpose that consistently wins over time
Define 'customer experience' and identify how the Net Promoter Score (NPS) can be used as a CX metric
Learn what it means to ‘be customer centric,’ using examples and applying the concept to your organization

Winningon-2

Course

2

NPS Fundamentals (required)

Learn about the Net Promoter Score (NPS) and the value it brings
Find out what it takes to move beyond the score to the Net Promoter System to deliver a superior customer experience
Understand impact the Net Promoter System has on an organization and your own role

Course

3

NPS Fundamentals for People Managers (elective)

Apply the Listen, Learn, Act Framework to manager roles and responsibilities
Identify tactics to support internal and external operations as steps of a closed feedback loop
Reflect on your current role and topics presented in this course

Course

4

NPS Fundamentals for Customer Facing Roles (elective)

Apply the Listen, Learn, Act Framework to customer facing roles and responsibilities
Identify tactics to support internal and external operations as steps of a closed feedback loop
Reflect on your current role and topics presented in this course

Course

5

NPS Fundamentals for Non-Customer Facing Roles (elective)

Apply the Listen, Learn, Act Framework to non-customer facing roles and responsibilities
Identify tactics to support internal operations as steps of a closed feedback loop
Reflect on your current role and topics presented in this course