CXM Professional · EU edition
Build a CX program that really works. Then prove it paid off.
This isn't another stack of videos. Or an exam you need to pass. This is a proven framework, with lively case studies and examples from European brands you know. These are the templates you'll use tomorrow, and a capstone inside your own organization, the things that turn CX from a good intention into how your company actually runs. Eight hours, self-paced, no fluff.
EUR 598.95 incl. 21% VAT
Already enrolled? Continue your course
- 5 modules + real-world capstone
- Templates, playbooks and calculators
- CXM Professional Certificate
Lifetime access · learn at your own pace
About 8 hours
At your own pace
5 modules
Each with lessons and tools
Certificate
Verifiable, add to LinkedIn
Professionals from these organizations learn with us
Sound familiar?
A course teaches a skill. It doesn't build a habit.
You've done the training, maybe more than once. Then the untrained organization around you absorbed it like water into sand, and three months later nothing had changed. The problem was never your people.
CXM Professional is built to change how your organization works, not just what you know, so this time it sticks. This is the European edition, so every framework, benchmark, and case study is drawn from European organizations, not translated from somewhere else.
What changes
Eight hours. Six skills you can apply tomorrow
Turn satisfaction into budget
Walk into the boardroom with a business case that moves money, not just scores or vague statements.
Design experiences people feel
Go past cosmetic fixes. Map the journey, find the real friction, and change what customers actually experience.
Speak the language leadership funds
Stop pitching CX as a nice-to-have. Tie it to the numbers your executives already track, and get the budget.
Lead without second-guessing
Carry the frameworks to run CX like a pro, instead of reacting to whatever lands on your desk.
Turn scattered work into one strategy
End the silo chaos. Give leadership a single through-line they'll get behind and keep funding.
Make it a habit, not a project
Go from one-off wins to a CX program the organization keeps running long after you.
WHAT YOU'LL WALK AWAY WITH
Not just knowledge. A toolkit you'll actually use.
Every module sends you home with working tools, more than 30 templates, canvases and calculators you can put to work the same week. A representative handful:
- The CX P&L Calculator and CX Capability Self-Assessment
- A Voice of the Customer scorecard, persona and jobs-to-be-done canvases
- A journey-mapping facilitation guide and friction prioritization grid
- The Value Proposition Canvas and a prototype-test planner
- A service-recovery playbook and change diagnosis (ADKAR and COM-B)
- A governance toolkit, plus 20+ more tools across the five modules
As a bonus, you'll get access to our secret CX Pro whisperer who helps you during complex tasks in your own AI (like Claude, ChatGPT, etc.). Not sure how to run an analysis? No problem. Wondering where to start with your customer journey? We've got you.
Two ways to certify
Multiple-Choice Exam
Verify what you've learned and get certified fast.
Capstone project
Apply the course to a real challenge in your own organization and graduate while being mentored.
WHAT'S INSIDE
Five modules and everything you need to run your CX program
01
Customer Experience through the eyes of CX professionals
Deepen your understanding of customer experience management principles and best practices. Learn how to align CX initiatives with business goals, develop a compelling customer promise, and secure executive buy-in by demonstrating ROI.
Customer Experience through the eyes of the CX Professional
Interactive module
The CX Professional's Playbook
CX Capability Workbook
Excel
CX P&L Calculator
Vision & Customer Promise Canvas
Value-Lane Positioning Worksheet
02
Decoding the Voice of Customer
Master qualitative and quantitative research methods to gather rich customer insights. Learn how to translate raw data into actionable strategies, create evidence-based personas, and measure the impact of CX initiatives.
Your CX Research & Measurement System
Interactive module
A CX Pro's Companion to VoC
Five-Layer Persona Canvas
Interview Canvas and Empathy Map
Jobs-to-be-Done Worksheet
Metric Scorecard
Persona Co-Creation Workshop
Research Planning Sheet
Survey Design Checklist
Optional: Beyond the Survey Trap
Beyond the Survey Trap with Frances Chapireau
03
Advanced Journey mapping
Master the art of visualizing and optimizing the end-to-end customer journey. This module teaches you how to map every touchpoint and interaction to identify moments of friction and opportunities for improvement. You will learn to facilitate co-creation workshops and apply service design principles to create seamless and emotionally resonant customer experiences.
Beyond Journey Mapping
Interactive module
The 5-step Journey Process flow
Customer Journey Canvas
Journey Mapping Workshop Facilitation Guide
Friction Prioritization Grid
Optional: Using Research to Drive Conversions
Using Research to Drive Conversions
04
Customer Experience design
This module focuses on the practical application of CX principles to design exceptional customer experiences. You will learn how to translate customer insights and journey maps into tangible design solutions that address customer needs and drive business value. The focus is on creating a holistic and consistent experience across all channels and touchpoints.
Branded Experience Design
Interactive module
Human Centered Design for the CX Pro
Optional: Metrics that predict Program Success
Metrics that predict Program Success with Anouk Devriese
DVF Concept Screen
Prototype-Test Planner
Root-Cause Worksheet
Service-Recovery Playbook
Value Proposition Canvas
05
Employee engagement & Change management
Foster a culture of customer-centricity where every employee understands their role in delivering exceptional CX. Learn effective change management processes, build cross-functional collaboration, and overcome resistance to drive successful CX transformation.
Engaging Employees for successful change
Interactive module
Engaging Employees for successful change
Change Diagnosis (ADKAR and COM-B)
EX-CX Indicator Tracker
Empowerment Guardrails
Six Roadblocks and Governance
Optional: Employee-led transformations
Employee-led transformations with Ed Murphy
06
Your CXM Professional Certificate
Upon successful completion of the program, you'll be awarded the CXM Professional Certificate of Achievement. This certificate demonstrates your commitment to customer-centricity and your mastery of advanced CX skills. Choose your path: pass the Multiple-Choice Exam or submit a Capstone Project.
Option 1: Multiple Choice Exam
Exam, 33 questions
Option 2: Capstone Project
File assignment
A look inside
I stopped guessing about CX impact. Within a quarter I had a business case my leadership team actually signed off.
Camilla Norseng, Head of CX, ICE (Lyse Telecom & Energy)
Faculty
Michel Stevens
Founder & Course Director, CXM Academy
"I don't build courses for one team. I build them for the whole organization."
20 years in customer experience
Refreshed every quarter with new customer research
ENROLL
One course. Everything you need to lead.
The full CXM Professional course for one learner.
- 5 in-depth modules plus a real-world capstone project
- The CX Capability Self-Assessment for your organization
- A complete Voice of the Customer program blueprint and scorecard
- The journey-mapping workshop kit and templates
- Design and service-recovery playbooks, plus governance frameworks
- The CXM Professional Certificate for LinkedIn and your resume
- Lifetime access, learn at your own pace, updated every quarter
Training a team?
CX sticks when it's a team habit, not a solo badge. Bring it to the whole department, and talk to us instead of buying seats one at a time.
- Group rates and volume discounts
- Invoicing and bank transfer
- Classroom or blended delivery
- Progress reporting for L&D
Questions
Frequently asked questions
Is this only for CX professionals?
No. It is for anyone responsible for driving customer experience: marketers, product managers, service leaders, entrepreneurs, and consultants. If you care about customer outcomes, this is for you.
What is the time commitment?
About 8 hours of content. You work at your own pace, so some people finish in a week and others take a few weeks. There is no deadline, so you control the timeline. Running it with your team as a classroom training takes two full days.
Do I need to prepare anything?
No. Just bring yourself and a willingness to learn. All materials are provided, and you keep lifetime access to everything.
Will I get a certificate?
Yes. On completion you receive the CXM Professional Certificate, ready for your LinkedIn profile and resume.
Can I enroll my team?
Absolutely. Group rates are available, and we can arrange invoicing and reporting for L&D. Use the team quote button above and we will set it up.
Can I get an invoice, or pay by bank transfer?
Yes to both. We can send an invoice for your records or your accounting department, and we accept bank transfers and other payment methods. Contact us to arrange it.
What makes this different from other CX courses?
Most CX courses hand you videos and a certificate. This one runs on a proprietary teaching methodology and sends you home with the frameworks, templates, calculators, and a capstone that put it to work. It is built to change how you apply your knowledge and how your organization operates, not just what you know.
Build the habit that sticks
You already know training alone won't change your organization. Eight hours gives you the methodology, the tools, and the certificate, then a capstone that proves it where it counts, inside your own organization.
EUR 598.95 incl. 21% VAT