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 

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 Journey Management

Certificate Program 7

Customer Journey Management