4 full day training sessions in-person at iqbusiness Park in Rivonia, coached by experienced CX Coaches at iqbusiness covering an overview of the ACX Programme and fundamentals of CX transformation.

• Certification is competency-based, evaluating competency through the practical application of the concepts during the course of the workshop, ensuring you have the skills to deliver CX improvement.
• Over the duration of the course, delegates will learn the CEMMethod and understand how to apply it. The course covers the theory of the methodology as well as a number of practical exercises based on relevant case studies.
• A number of tools are introduced and utilised to ensure that the method is understood and applied.

ACXM Masters is suitable for a leadership audience – Customer Experience Professionals and Managers, Product Owners Business Unit and Team Leaders, Department Heads across the business. There are no prerequisites to attend this course.

• Develop an understanding of Outside-In thinking.
• Define the full customer lifecycle of a priority customer category.
• Use the Innovation Formula to ideate and redesign that lifecycle.
• Understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.
• Review the organisation structure and re-align roles to deliver successful customer outcomes.
• Understand the broader customer experience ecosystem and develop an action plan to deliver CX traction.

No prerequisites are required for this course.