How do you manage a customer journey?

Managing the customer journey involves mapping out the customer journey, identifying key touchpoints and moments of truth, and designing and delivering seamless and personalized customer experiences across all touchpoints. It also involves continuously monitoring and improving the customer journey based on customer feedback and insights.

How does one create an agile customer journey?

Creating an agile customer journey involves designing customer journeys that are flexible and adaptable to changing customer needs and expectations. This can be achieved by leveraging customer data and analytics, adopting agile methodologies, and fostering a culture of experimentation and continuous learning.

How do you become a customer centric organization?

Becoming a customer-centric organization involves putting the customer at the center of everything the company does. This includes aligning the organization's vision, strategy, processes, and culture around the customer, and making decisions based on a deep understanding of customer needs and expectations.

What is a customer experience audit?

A customer experience audit involves a comprehensive assessment of the customer experience delivered by a company. This includes evaluating the customer journey, customer touchpoints, and customer interactions, and identifying gaps and opportunities for improvement.

What is enhancing customer experience?

Enhancing the customer experience involves improving the quality of interactions between a company and its customers. This can be achieved by understanding and meeting customer needs and expectations, delivering personalized and seamless customer experiences, and continuously improving based on customer feedback and insights.

CX training — NPSx by Bain & Company

Important Announcement: Change in Training Services
We would like to inform our valued customers that as of December 2023, NPSx has made the strategic decision to discontinue offering individual training courses. Our focus has shifted exclusively to providing comprehensive support for enterprise training clients as part of our MyCX subscription service.
This change allows us to concentrate our resources and expertise on delivering enhanced services to CX leaders and their teams.
For any inquiries or further information, please feel free to contact our support team at [email protected].

Thank you for your continued trust and partnership,
The NPSx Team

What do you get?

Training courses

Access to our seven core CX certificate programs and courses
On-demand: start and access your training anytime, anywhere
Online ‘bite-sized’ content that fits into your busy schedule (1-3 hours per course)
Engaging, practical, and immersive experience
Unparalleled training designed for real-world application
Contains a mix of videos, reading, knowledge checks, case studies and interactive exercises

Certification

Become a Bain Certified CX Practitioner (CCX) by completing all seven certificate programs and passing a capstone exam
Earn a CX Practitioner certificate and badge to share on your professional networks

Community

Lifelong learning with true peers, in a vibrant social and professional network
Community forum and discussion boards
Tailored Bain-led curriculum of content
Member case studies and discussions
Job boards and career opportunity sharing
NPSx training resources and toolkits
CX training and development implementation methods

Frequently Asked Questions

When do courses happen?

Courses are on-demand. You can purchase and start a course at any time.
How will the courses be delivered?
Our courses consist of ‘bite-sized’ content that caters to busy schedules. The content and user experience is engaging, practical, and immersive. Courses contain a mix of videos, reading, knowledge checks, case studies and interactive exercises. You can start and access your course anytime, anywhere.

The time to complete each course varies depending on learning styles. Please see estimates for each course below:
- Winning through Customer Experience: CX and NPS Fundamentals – 3.5-4.5 hours
- Customer Insights and Analytics – 2-3 hours
- Earned Growth and Customer Economics – 3-4 hours
- Customer Strategy – 1.5-2.5 hours
- Customer Experience Design – 1.5-2.5 hours
- Executing Change – 1.5-2.5 hours
- Customer Journey Management – 1-2 hours
At the end of each course there is also a multiple-choice test, for which we allow up to 90 minutes but most users typically complete in less time
What is the course language?

You can access our certifications in many different languages including English, Spanish, and Portuguese. Get in touch to see our full list.

NOTE: Some images and interactive sections of our courses cannot currently be translated. So these will remain in English for the time being.
What do your certifications cover?

Each carefully designed certification helps develop the skills and capabilities employees and CX practitioners need to win – and delight – their customers. Our library of certifications is constantly evolving, so for an up-to-date overview of ones currently available, please visit our certification library and download the brochures for more details.
Do I earn a certification for each course?

A certificate of completion is earned after passing each series of courses (also known as a learner path).

To be become a Bain Certified CX Practitioner, you must complete all seven core learner paths, then pass the final exam to earn your certification and CCX badge
Can I take just one course?

You can take as many or as few courses as you like. The Winning through Customer Experience: CX and NPS Fundamentals learner path is a great place to start, this course is intended to orient learners to the latest frameworks and best practices in CX and NPS.
Can I receive CPE/CEU credit?

If you are seeking CPE/CPU credit to maintain another credential, you will need to review each certification program’s individual requirements to determine if the NPSx curriculum satisfies their credential maintenance policy. Our learning objectives can help you make that determination.