Expert level course

Expert level course


Knowledge checks / quiz and final test

Certificate of completion

Certificate of Completion

Self Transendence

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


1–3 hours, plus 90-minute final test


Competency assessments

Learning objectives

  • Identify customer and organizational considerations for executing change

  • Scale CX solutions effectively

  • Organize cross-functional teams

  • Transition from “change” to “business-as-usual” CX management



Prioritizing Change

  • Build on your understanding of the Net Promoter System and utilizing the feedback loop to identify when change is required

  • Discover frameworks to help determine which change initiatives should be prioritized and scaled



Executing Change Successfully

  • Discover how successful change execution is enabled by an effective operating structure and communications plan

  • Learn how to proactively identify and mitigate change execution risk

  • Understand how to build an execution roadmap incorporating Agile ways of working

  • Identify the components of effective performance measurement in order to track the success of your change initiative 

All our training courses and certificates are designed to engage you and your team in the purpose of customer advocacy, teach fundamentals, and lay the foundation for deep CX disciplines.

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Customer Journey Management

Certificate Program 7

Customer Journey Management