THE ACXS IS:
A new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets that when applied will radically improve the experience that their company delivers to their customers, gaining a lasting advantage in their industry.
WHY THE ACXS:
This exclusive program gives you a globally recognised certification accredited by The Academy of Customer Experience and BP Group.
The training was created by international keynote speaker and host of Amazon Prime’s ‘This Week in CX’, James Dodkins, more familiarly known in the industry as 'The Customer Experience Rockstar'. James is one of the world's top CX influencers and content creators.
Hear What Others Say
Ayodeji Akinyemi - Petros
“James is the true Rockstar of Customer Experience Management. I attended the ACX this July and having heard so much about him already I was worried that I might be disappointed but his immersive approach to the training and his depth of understanding of CX made the investment a real bargain.”
Gemma Espineira - Decibel
“When people who are leaders in their field share a passion for teaching, magical things can happen. James is one of those magicians. His no-nonsense, common sense approach to CX is expertly transferred to those around him through emotive storytelling and data driven evidence. What is even more unique about James is his ability to activate blue sky thinking to unlock creative approaches to improve CX. I personally found the ACX course extremely beneficial to help me take a step back to better understand our CX with actionable take aways for improvement. Thank you James- you rock!”
Jonas Tusar - Adobe
“James really delivered an outstanding training experience with high focus on each participants background. It's been a very valuable customer experience workshop, which has definitely made an impact on my way of thinking and approaching CX
The program has been carefully designed to ensure that each day delivers distinct learning, building from one day to the next.
Throughout the training we will immerse you into a case study, where you will become part of Amazon's new 'CX Innovation Team' and will learn tools and techniques that will help solve CX problems and capitalise on CX opportunities.
The format of the training is learn-apply-learn-apply, so you learn a concept AND understand and internalise a philosophy.
Understand who your customers are and how you can connect with them at a deeper level. Look at your business from the ‘outside-In’ and understand your customers’ true needs.
- Questions that matter
- Psychographic Customer Segmentation
- Customer Centric Strategy Matrix
- Experience Outcome Canvas
- Customer Needs Articulation
Take the experience and improve it to deliver customer needs and Successful Experience Outcomes. Learn how to make experiences unique and memorable.
- Simple Journey Mapping
- Experience Improvement
- The ‘CX6’
- What to take away from an experience
- What to add in to an experience
- Proactive Experience Recovery (PXR)
- Customer Centric Team Structures