For organizations
One customer language, across every team, country and branch
CXM Foundations, Interaction by Design and private team training give your whole organization the same way of thinking about customers, with examples from their own market and their own work.
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Three ways to train your organization
Each one starts with a short conversation to fit the program to your people, and ends with one proposal and one price.
CXM Foundations
One shared customer language for everyone who touches the customer, from the frontline to finance, IT and logistics. Four online modules built from learn loops: people commit to an answer on a real situation first, then get the theory and apply it.
What you get: a knowledge check and a certificate for every learner, and a reporting view for managers.
Online
Classroom
Interaction by Design
Great service in every branch, by design. Your frontline, their managers and leadership work to one standard, built on the six moments of every customer conversation.
How it works: we define great down to the details, give managers a coaching framework, adjust the KPIs that pull against it and certify your own coaches to keep it going.
Classroom
Private team training
A classroom for your team only, on your dates. CXM Professional, a CXM Skills course such as Journey Mapping or Personalization, or a program we build for you.
Built around your work: we work on your own cases, so the team practices on its own customers.
Classroom
One language, local examples
The same standard in every country, with examples your people know
What works in Amsterdam doesn't always work in Riyadh. So the method stays the same, and the examples come from your people's own market.
Example
One framework, three markets
Our framework is the same everywhere, but people learn it in their own language, with cases, brands and situations from their own market. This is one slide from module 1 of CXM Foundations, in three editions.
Belgium · Dutch
Denmark · Danish
Saudi Arabia · Arabic
Behavior is universal. Interpretation is cultural. We build the interpretation in.
01
Six languages
CXM Foundations is available in English, Dutch, French, Danish, Norwegian and Arabic.
02
Country editions
Editions for Belgium, France, the Netherlands, Denmark, Norway, the UAE and Saudi Arabia, each also in English for colleagues who work in English.
03
One standard
The learn loop and the method stay the same in every edition, so every team learns the same standard and the same words for it.
Customization
Made with your organization in mind
CXM Foundations can carry your brand and your own reality. We change a fixed set of places in the course, so customization is measured in days, not weeks.
Level 1
Your brand
Your logo, one accent color and your name in the course. The content stays as it is.
Level 2
Your reality
Your brand promise word for word, your CX vision linked to the course principles, one of your own cases, your personas and your metric targets.
Level 3
Your own edition
Your real customer journey, your journey framework and language, and examples rewritten for your sector.
The gold ring marks what each level changes. Each level keeps what the one before it changed.
No input yet? The standard edition runs, and your input goes into the next update.
The more resistance to change, the more support we add
Not every organization starts in the same place. We match how we deliver training to how ready your people are for change.
Little resistance
Online
Fast and low effort for organizations that are already keen to change.
How it works: Everyone works through the online modules at their own pace. People are motivated enough to finish without an extra push.
Some resistance
Online plus activation workshop
Keeps everyone on pace and turns the learning into action for each team.
How it works: People go through the modules online, then join an in-person workshop, that makes it concrete for their own team.
A lot of resistance
Classroom
The deepest buy-in for organizations that need more than a nudge.
How it works: Teams learn together in person, then follow up digitally. More effort, but the right choice when resistance to change is high.
Add-on
With any of the three
Reinforcement keeps the practice going after the course
Short nudges before and after the training turn one idea from the course into one thing to try at work. They come in your organization's voice, on the channels your people already use.
- Before the course: one or two primers, so people arrive curious
- After the course: about three months of short nudges, each with one small assignment
- By email, Teams, Slack or WhatsApp
- A message for each role: the people who do the work, the coaches who support them and the managers who lead them
- You approve the whole track once, before the first message goes out
Your organization · WhatsApp
Your try for this week
In your next difficult call, name what the customer wants before you explain the policy. Afterwards, note one thing that changed.
09:02
Reporting for managers
See how your team is learning
Every online program comes with a reporting view. You see who started, who finished and where people get stuck, so you can step in before a learner drops out.
Progress per learner and per team
Time spent per lesson
Where learners drop off
Exam results and certificates
Learners at risk of not finishing
Export to Excel
Delivered by partners in your region
Partners in the Nordics and the Gulf deliver our programs in their own market and language, with the same curriculum, assessment and certificate.
Questions
Frequently asked questions
Can you train my whole team or company?
Yes. Individuals can buy a course and start right away. For a team or company, we start with a short conversation to match the course, the format and the language to your people. That can be CXM Foundations for every department, Interaction by Design for your frontline, or a private classroom for one team: CXM Professional, a CXM Skills course such as Journey Mapping or Personalization, or a program we build for you. You get one proposal with one price. Request a quote to start.
Is CXM Foundations only for people who talk to customers?
No. It is built for everyone who touches the customer, from the frontline to finance, IT and logistics. Four online modules give your whole organization one shared customer language, with a knowledge check and a certificate for every learner.
Which languages and countries do you cover?
CXM Foundations is available in English, Dutch, French, Danish, Norwegian and Arabic, with local examples. CXM Professional is in English, with an Arabic edition for the Gulf. The CXM Skills courses are in English. Interaction by Design is taught in Dutch, French and English. Our classrooms have run in Antwerp, Oslo, Copenhagen and Dubai, and partners deliver in the Nordics and the Gulf.
Can the course carry our brand and our own examples?
Yes, at three levels. Level 1 adds your logo, one accent color and your name. Level 2 brings in your brand promise word for word, your CX vision, one of your own cases, your personas and your metric targets. Level 3 is your own edition, built on your real customer journey, your journey framework and language, with examples rewritten for your sector. We change a fixed set of places in the course, so customization is measured in days, not weeks.
How soon can we start?
Your people can start on the standard edition once the proposal is agreed. Customization does not hold you back: if your input is not ready yet, the standard edition runs, and your input goes into the next update.
Our people are wary of change. Will this work for us?
That is why we match the format to how ready your people are. With little resistance, everyone works through the online modules at their own pace. With some, people go through the modules online and then join an activation workshop that makes it concrete for their own team. With a lot, teams learn together in a classroom and follow up digitally.
How do you make sure people use what they learned?
With reinforcement, an add-on to any format. One or two short primers before the course, then about three months of short nudges after it, each with one small assignment to try at work. The nudges come in your organization's voice, by email, Teams, Slack or WhatsApp, with a message for each role, and you approve the whole track once before the first message goes out.
Can managers see how their team is doing?
Yes. Every online program comes with a reporting view: progress per learner and per team, time spent per lesson, where learners drop off, exam results and certificates, and who is at risk of not finishing. You can export it to Excel.
What does a program cost?
It depends on the program, the number of people, the format and how far you customize. We start with a short conversation about your people and your goals, then send one proposal with one price for the whole scope.
Can a partner in our region deliver it?
Yes. Partners in the Nordics and the Gulf deliver our programs in their own market and language, with the same curriculum, assessment and certificate.
Request a quote
Tell us about your team
We reply with a few questions or a first proposal.
Prefer email? Write to hello@cxm.academy
goCX BV, Tessenderlo-Ham, Belgium
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