Overview

The need for organisations to continuously innovate and adapt their services to meet the ever-changing, and increasingly demanding, expectations of their customers is more of a challenge today than ever! A seamless service experience for the customer can have a huge impact on an organisation’s reputation, customer acquisition and retention and indeed the company’s overall growth. In the digital age, it has become critical to understand more about the organisation’s customers and what motivates, delights and even annoys them.

Read more +

Prerequisites

There are typically no formal prerequisites to take the A4Q CX Analysis certification.

Target Audience

This course is designed for:

  • Business analysts
  • Customer journey managers
  • Business service designers (including business designers and service designers)
  • Product managers
  • User researchers
Read more +

Delegates will learn how to

By the end of this course, learners will be able to:

  • Tune in to organization’s customers, action the insights and add value across multiple touchpoints.
  • Analyse the organization’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organizational maturity.
  • Understand a seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.
  • Understand key customer experience analysis techniques for effective business service design
Read more +

Outline

Introduction to Customer Experience (CX) (10%)

  • Define the terminology and concepts relevant to Customer Experience
  • Define the following core CX principles

A Framework for CX Analysis and Design (5%)

  • Identify and explain the stages of the Customer Experience Framework

Understand the organisations values and strategy (10%)

  • Define: core values, core purpose, envisioned future
  • Describe the elements of the balanced scorecard
  • Explain the use of strategy maps to improve customer experience
  • Core CX competencies

Understand the Value Propositions (20%)

  • Define the term ‘Value’
  • Distinguish between Value Delivery and Value Co-creation
  • Distinguish between Value Alignment and Value Misalignment
  • Describe the elements of a Value Proposition
  • Describe the elements of the Value Proposition Canvas

Research the Voice of the Customer (25%) (K3)

  • Define the term ‘Voice of the Customer’
  • Define quantitative and qualitative data; define triangulation
  • Explain the Customer Experience Research Context
  • Describe techniques to research the Voice of the Customer
  • Apply techniques to represent the Voice of the Customer
  • UX requirements definition

Enhance Customer Experience (20%)

  • Describe and apply the processes and techniques that enable Customer Experience enhancement
  • Measure and Embed Customer Experience Quality (10%)
  • Explain and apply the techniques for CX Quality Measurement
  • Explain and apply the Four Organisational Barriers to Customer Centricity (Shah et all)

Exams and Assessments

  • The examination leading to the Foundation Certificate in Customer Experience Analysis:
  • Consists of 40 multiple choice questions, each of which has a value of one mark. Candidates must gain 26 marks out of the available 40 marks (65%) in order to pass the examination and be awarded the certification.
  • Has a duration of 60 minutes. If a candidate’s first language is not the examination language, the candidate is allowed an additional 25% (15 minutes) of examination time.
  • Is a closed book examination and no reference materials may be used while sitting the examination.
  • Assesses competence at levels 1,2 and 3 of Bloom’s Taxonomy of Cognitive Domains. These levels assess competence as follows:
    • K1: remember
    • K2: understand
    • K3: apply

Hands-On Learning

This course includes:

  • Instructor-led scenarios, helping develop CX Analysis skills.
  • A detailed insight into CX concepts
  • Being able to apply useful CX Analysis techniques to drive business innovation.
Read more +

Why choose QA

Dates & Locations

Need to know

Frequently asked questions

How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

Let's talk

By submitting this form, you agree to QA processing your data in accordance with our Privacy Policy and Terms & Conditions. You can unsubscribe at any time by clicking the link in our emails or contacting us directly.