In increasingly competitive and transparent markets, the customer experience (CX) has become a key strategic differentiator. Everyone is trying to gain an advantage by better understanding the demands and expectations of their customers and optimising the critical moments of their customer journeys. At the same time, more and more organisations are creating dedicated in-house CX teams to deliver this transformation.
The CX manager, therefore, has a broad and complex range of responsibilities. In addition to methodical skills, a CX manager requires technical, analytical and insight generation skills. Not only that, CX managers have a pivotal role anchoring CX within the organisation, promoting cultural change and much more. Despite the significance of the role, there are few specific propositions to support the development of CX practices and having been asked about this gap on several occasions, we have decided to lead the way and develop a training programme dedicated to developing core CX competencies.