Explore and Test the latest customer experience techniques and insights in the ACX program
How will the sessions work?
The sessions are online. Each level takes approximately 6 hours to complete and will be recorded live. On successful completion of the sessions each attendee will receive the Accredited Customer Experience Masters certification. Subsequently ACX Masters will be eligible for the ACX Champions program.

The live sessions are being recorded March 16-19 inclusive and will be available for immediate access. On completion of registration you will receive access to the dates and times of the sessions to book your diary slots.
Level 1:
Introduction to Customer Centricity and Customer Categorisation
Outcomes
  • In this module you will develop an understanding of Outside-In thinking and define the organizational landscape of customer categories based on needs, including primary, secondary and internal customers
 Modules
Insight into Customer Centricity concepts including:
  • The Enlightened Customer
  • Need vs Want
  • The business case for customer centricity, namely the ‘Triple Crown’: simultaneous increase in revenue, reduction in cost and improvement in customer experience
  • Redefine your business objectives from an Outside-in perspective
  • Plot the landscape of customer categories for your organization
  • Distil the Successful Customer Outcome for a prioritised category of customer
Level 2:
Customer Lifecycle and Customer Performance Landscape
Outcomes
  • In this module you will build on the level 1 exercise and define the full customer lifecycle of a priority customer category
  • Expanding on the lifecycle identified, a customer performance landscape will be developed to understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets 
Modules
  • ABACUS lifecycle model and As-Is mapping of a customer lifecycle
  • Define a To-Be lifecycle model
  • Define the activities, outputs, business and customer outcomes using the customer performance landscape
  • Identify rewards and mindsets required to deliver on the to-be lifecycle
Level 3::
Customer Experience Maturity, Rating and Dashboards
 
Outcomes
  • In this module you will understand the broader customer experience ecosystem,
i.e. the habits and habitats of a customer centric organization
  • You will understand, assess and derive an action plan related to the 10 key elements that are associated with mature customer centric organizations
  • In addition, understand key information that should be identified and maintained on a dashboard in order to enable the tracking and management of CX change
 Modules
  • Analyze the organizational maturity and readiness for customer centric change
  • Develop a dashboard to track and manage CX change
Level 4:
Customer Experience ABC (Attitudes, Behaviours and Culture), Customer Experience Teams and Structures

Outcomes
  • In this module you will focus on the human aspects of customer experience by understanding attitudes, behaviors and culture required to drive the desired customer experience.
  • Review organization structure and re-align roles and relationships to the deliver successful customer outcomes
 
Modules
  • Attitudes, Behaviors and Culture
  • Develop an organisphere (organization model) to support the To-Be lifecycle designed during level 2
Level 5:
​The CX Management Office
 Outcomes
  • In this model you will be introduced to a framework for a CX management office that can be implemented in an organization to drive customer centric transformation
  • Develop an understanding of how to establish and manage a six month organizational program to upskill, plan and roll out CX organizational change
 
Modules
  • CX management Office definition, requirements, structure and functions
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