About CXM Academy

Customer experience, taught by people who do it

We train CX professionals and whole organizations to put customers at the center of their work. Our programs are built by practitioners who made it happen inside brands like McDonald's.

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A full room of participants cheering at the end of a CXM Foundations day

14,500

courses delivered

6

languages for CXM Foundations

7

country editions

Why we exist

You can't fix the customer experience by training one team

Many organizations send their CX team on a course, then send them back into a company that still works the way it always did. The targets and processes stay the same, and so does the experience customers get.

So we build customer fluency across the whole organization: the CX professionals who lead the work, and the people in every department whose decisions shape what customers experience. The same language, the same lens, the same understanding of what is at stake when a customer decides to stay or leave.

Not a course for one team. A reset for the whole organization.

Three ways to work with us

What we do

We like to say we are a content company that happens to sell CX training. Everything we make comes from the same practice.

For CX professionals

Courses that make you better at the job

CXM Professional and the CXM Skills courses, Journey Mapping and Building a Business Case. Online or in the classroom, with an exam and a certificate.

See all courses

For organizations

Programs for every team that touches the customer

CXM Foundations for the whole organization, Interaction by Design for frontline teams, and private training for one team, built around your own cases.

For organizations

For everyone

Research and a free library

Research reports and custom research, a free magazine with The CX 50, guides, webinars and the CXM Academy Podcast, in long-form and short-form episodes.

See our reports

Our philosophy

If you have a job, you're a micro CX leader

We believe CX is everyone's job. Yes, we know how this sounds. Like utopia. A beautiful idea that never comes true.

But we know it can be done, because we made it happen inside brands like McDonald's and more. And we learned that making CX everyone's job takes three things: it has to be profitable, practical and enabled.

01

Profitable

So leaders back it.

Making customers happy is nice. But making them happy in a way that grows the business is how it lasts. Our practitioners teach both the craft and the commercial mindset behind it.

02

Practical

So people know how to do it.

Practical means you can easily use it in your own context. Your industry. Your job. Your culture. All our programs are built for that.

03

Enabled

So people can do it.

Great training can still fail at the office door. Old processes. Conflicting targets. Policies that say no. We help you change those too, so people can actually do what they're asked to do.

How we teach

Learn loops, built for the work on Monday morning

We call it the learn loop. People remember more of what they learned and apply it better, because they practice on situations they know.

01

Reflect

Every module starts with a real situation. People commit to an answer before they see any theory.

02

Discover

Then the theory: why the answer works or fails, and the framework behind it.

03

Apply

They use it straight away on their own work. In our team programs, short nudges keep it going after the course.

Read how we keep our courses up to date

What our clients love about us

Trusted by

CXM Professional

The course is for everyone who wants to understand customer behavior, develop CX as a field of expertise, or improve the culture of customer-centricity in their organization.

Camilla Norseng

Head of Customer Experience

ICE, Norway

CXM Professional

A particular strength was the professional dive into models and methods. It gives a solid foundation for engaging management and creating organizational support for the work on customer experience. Highly recommended.

Stine Hjartved

Retail Manager Northern Europe

BMW, Denmark

The Personalization Playbook

I joined the masterclass wanting to sharpen my skills. I left with a framework, a new way of thinking about the customer journey, and a stronger professionalism in personalization.