Cohort Course
Cohort Course
Cohort Course

CX Fundamentals

Hourglass icon
5 weeks
location icon
Online (cohort course)

Learn the fundamentals of a strategic approach to Customer Experience and how to challenge current processes and practices in order to deliver customer value in every role.

CX Fundamentals
Cohort Course

CX Fundamentals

hourglass icon
5 weeks
location icon
Online (cohort course)

Learn the fundamentals of a strategic approach to Customer Experience and how to challenge current processes and practices in order to deliver customer value in every role.

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Next session Starts on
March 1, 2022
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Coming soon
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CX Fundamentals

Outcomes

  • Gain an understanding of key CX terminology, methodologies, values and design approaches.
  • Understand the Customer Way principles and the importance of a customer-centric culture within an organisation.
  • Understand the Customer Operating System and how integrated customer teams support the full customer journey.
  • Learn how the Customer Way and Customer Operating System come together through the principles of comprehensive design.
  • Learn how to leverage your existing working style to work in a more customer-centric, effective and outcome-focused way.

Summary and process

How do you integrate a more customer-centric approach in your day-to-day job? Delivering effective customer experiences is what makes your organisation competitive and able to deliver value in the long run, but how can that be reflected within your role? The Customer Experience Fundamentals course is a self-paced cohort course that outlines the key customer experience terminology, methodologies, value and design approaches, whilst teaching a customer-centric mindset, capability systems and how to deliver value in your role by maximising the outcome.

Introduction to CX Fundamentals

Gain a clear understanding of key CX terminology and learn to use them correctly while understanding common myths in the industry that deprive you from getting to the right goals and outcomes. In this module, we align on the basics of effective customer experience and understand what is necessary to start creating value in our own contexts.

The Customer Way

Consisting of eight simple principles, the Customer Way details the fundamentals of becoming customer-centric. This concept is based on real-life examples that explain each individual aspect of the Customer Way and how it drives significant improvements to the top and bottom-line of a business, a positive and effective business culture and an effective and sustainable customer experience.

The Customer OS

The Customer Operating System is a disruptive management framework for customer teams. It describes a simple set of services that work together to deliver strategic goals and effective customer experience. Our approach challenges traditional team structures and replaces them with integrated customer teams that support the full customer journey.

Comprehensive Design

As customer experience becomes increasingly influential in today's competitive market, it is important to align organisational resources with this objective. Understanding comprehensive design provides brands with the tools and framework needed to gradually reorganise disparate teams into an effective whole, or to redesign organisational structures from the ground up.

How does it work?

Introducing MadeFor's new course - Customer Experience Fundamentals. Over the course of 4 weeks (+ onboarding), you will be introduced to a series of modules to enhance your CX knowledge and learn the key terminology, methodologies, value and design approaches to deliver better customer value in your current role. This is what you can expect from a self-paced digital course:

  • Weekly modules introducing key CX concepts and work management skills to deliver better customer value.
  • Video content by industry experts and CX professionals to explain key knowledge.
  • Interactive and dynamic activities and assignments to apply and practice your acquired insights.
  • 3-4 hours of weekly engagement.

The cohort courses from MadeFor enable you to follow a learning path according to your own schedule, but with the usual support from the team at MadeFor to ensure you finish your reading and videos and can confidently work on your assignments to practice your skills. You will also have access to the learners group community channel and a dedicated MadeFor producer.

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Week 1: CX Fundamentals

Gain an understanding of what CX is, learn key CX terminology, debunk myths and learn about strategic customer experience management.

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Week 2: The Customer Way

Understand the eight key principles that will support you in driving a customer-centric mindset in all your work activities and team projects.

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Week 3: Comprehensive Design

Understand the process and activities of the Customer Way and Customer Operating System. How do you use the customer-centric models to add value to your customer base?

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Week 4: The Customer OS

Learn about the key capabilities needed to deliver effective customer experience to your customers. Which roles and activities do you need to support throughout the end-to-end customer journey?

Your coach

Agnese Spona

Agnese Spona

Director

“My goal is to create an environment where people can obtain knowledge and skills to deliver their most impactful work. I am keen to reinvent the way people learn, connect and work together in our bootcamps. The most exciting part of all of it is the opportunity to work with an incredibly bright group of people who are devoted to making the Customer Experience profession better by becoming better themselves every day. In my spare time I sing in a choir and watch animated films with my family.”

Barbara van der Linden

Barbara van der Linden

Community Manager and Learning Designer

“After graduation and working at Ahold Delhaize and Weber Shandwick in a global communications and PR role, I’ve decided to switch roles and join MadeFor. I develop learning experiences, lead the marketing and promotional activities as well as make sure our brand community is strong and impactful.”

The Perfect Participant

If you want to pursue the career in the Customer Experience field, this course is a great start. You might also have a background in sales and marketing, HR, design, product or you are an entrepreneur. This self-paced course provides a great base to explore the fundamentals of Customer Experience, helps you to define your areas of interest and value and drive customer-centricity in your organisation.

Preparation

All modules are accessible in English, so you need a professional working proficiency level of English. As you are able to go through the digital learning course in your own pace, you only need a functioning computer with internet to access the digital learning course.

Curious about our CX Fundamentals bootcamp?

“I’m here to help you with any questions about MadeFor bootcamps.”

DAVID WALSH, MARKETING AND SALES LEAD
Schedule a Call

Any questions?

Want to make sure that CX Fundamentals is for you? Don’t hesitate to reach out or schedule a call or attend one of our Free Taster Sessions where you can meet the team, learn stuff and ask your questions.

Want to make sure that CX Fundamentals is for you? Don’t hesitate to reach out or schedule a call.

What our learners say

“Within the first few hours in my new PM role, I think I touched upon every aspect of the material the bootcamp went through and was able to understand and add value to the conversations I was having. Throughout the week at work, the skills I learned were put to good use!”
Tom Shields
Tom Shields
Digital Product Management bootcamp participant
“The training provided was in-depth and engaging, and helped to set me up for real world scenarios. I felt comfortable asking questions and there was no judgement if I did not know about any terms mentioned in the training. The interaction with the rest of my team has been great and I have gained a lot of new business insights from the facilitators.”
Francesca Majury
Francesca Majury
Digital Product Management bootcamp participant
“Fantastic content and facilitators. I feel confident in the subject by the end of the week, and have a detailed understanding of what's expected in a Product Management role. I really enjoyed the immersive scenario, in particular the customer journey mapping.”
Heather Beveridge
Heather Beveridge
Digital Product Management bootcamp participant
“Although I came in with quite a bit of previous knowledge, the UX bootcamp has been great and I have been learning a lot. The guest teachers are very experienced in their respective fields, and have lots to share. Plus, I love the interactive format where we apply whatever we learn to a case directly.”
Isabella Reinirie
Isabella Reinirie
UX bootcamp participant

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FAQ

Why is learning about Customer Experience Fundamentals relevant today? 

The Customer Experience Fundamentals is the beginning of a customer centric mindset. If an organisation aspires to succeed and serve their customers well, the understanding on how people, data, technology and process interacts and work together is essential. There are millions of jobs currently available in Customer Experience field. For a company to stay relevant and competitive in the market, the Customer Experience is critical capability to have. And there is no more relevant time to obtain these skills as digital customer experience is especially important in the current social and economic climate.

Can I follow the Customer Experience Fundamentals bootcamp besides my full-time job? 

Yes, you can. We ask an average investment of 2-3 hours of learning per week. Since the course is self-paced, you can choose whether or not you want to follow the certification track of 6 weeks, or want to finalise the course in your own time.

Are there any prerequisites to do this bootcamp?

The bootcamp is build to everyone with an interest in customer experience, so no existing knowledge is required to follow the bootcamp. However, since all of our live sessions, learning kits and homework will be in English, you need a professional working proficiency level of English to make sure you achieve the best outcomes.  

Why is this course different from other MadeFor bootcamps?

Before diving into the specific capabilties and skillsets for delivering effective CX, the foundation needs to be build. Learning the core methodologies, necessity of delivering effective customer experience and the key behaviours that enable this is a crucial first step in becoming truly customer-centric in your work.

View all FAQs

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