Knowledge checks / quiz
Certificate of completion
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Access to the CX community and resources (with Premium Connect subscription)
2.5–3 hours
Competency assessments
Learning objectives
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Deliver on the company value of customer obsession
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Define elements of a customer-centric company and culture
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Explore team behaviors to support positive change
Course
1
Winning on Purpose: Introduction to CX (required)
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Understand what a company's purpose should be (and how it's different from the way most companies think about purpose today)
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Learn why 'enriching the lives of customers' is the only purpose that consistently wins over time
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Define 'customer experience' and identify how the Net Promoter Score (NPS) can be used as a CX metric
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Learn what it means to ‘be customer centric,’ using examples and applying the concept to your organization
Course
2
NPS Fundamentals (required)
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Learn about the Net Promoter Score (NPS) and the value it brings
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Find out what it takes to move beyond the score to the Net Promoter System to deliver a superior customer experience
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Understand impact the Net Promoter System has on an organization and your own role
Course
3
NPS Fundamentals for People Managers (elective)
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Apply the Listen, Learn, Act Framework to manager roles and responsibilities
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Identify tactics to support internal and external operations as steps of a closed feedback loop
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Reflect on your current role and topics presented in this course
Course
4
NPS Fundamentals for Customer Facing Roles (elective)
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Apply the Listen, Learn, Act Framework to customer facing roles and responsibilities
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Identify tactics to support internal and external operations as steps of a closed feedback loop
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Reflect on your current role and topics presented in this course
Course
5
NPS Fundamentals for Non-Customer Facing Roles (elective)
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Apply the Listen, Learn, Act Framework to non-customer facing roles and responsibilities
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Identify tactics to support internal operations as steps of a closed feedback loop
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Reflect on your current role and topics presented in this course
NPSx training is for…
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 Learner tracker and reporting
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Learner tracker and reporting
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Learning activation workshop options
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Curriculum Options:
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1. Introduction to Customer Experience: this course educates employees, builds soft-skills, and helps create a customer centric culture to improve the customer experience
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2. NPS Fundamentals: this course will offer insights on supporting the internal practices of a company to understand the customer perspective and make impactful decisions. In order for the purpose to be carried out, all levels of employees must commit and contribute to actualizing the company’s goal. This course includes tailored electives by employee group to reinforce each employee's role in customer experience
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NEXT
Certificate Program 2