Customer centricity training for organizations
Mindset. Meaning. Magic. Master.
Stop firefighting. Start building a solid foundation.
This training establishes the foundation for a world-class customer experience within your organization. CXM Foundations is customer centricity training for all your employees, featuring relevant business cases and relatable examples. You get an international program, taught in six languages in Europe and the Gulf, with a practical approach tailored to the region.
5 modules
Each with lessons and tools
For teams
For your whole team
Certificate
Verifiable, add to LinkedIn
Organizations we have trained and advised
Many organizations in the region face the same challenge: how do you ensure that every employee, from the frontline to the C-suite, understands what customer centricity truly means and how to apply it in their daily work? Without a shared vision and a unified approach, the customer experience often feels fragmented and inconsistent.
CXM Foundations is the solution. We provide your organization with the essential building blocks for a sustainable, customer-centric culture. It is a strategic investment in aligning your teams and creating a consistent brand experience in everything you do.
Does your organization operate in more than one country? The training is also available for your teams abroad, adapted to their language and culture.
Our approach
A proven methodology, tailored to your organization
We combine an international curriculum, taught in several countries, with an approach that is fully attuned to the regional market.
The core: Our program is built on practical, universally applicable CX principles. This ensures a consistent foundation that everyone in your organization can rely on.
Contextualization: We work with you to tailor the training to your industry, your challenges, and your corporate culture. This includes:
Language and context: The training feels natural and fits your employees' work environment.
Relevant examples: We use case studies and examples from leading regional and global companies.
Flexible formats: Online, in-person, or a blended learning journey? We are experienced in delivering training in various formats and adapt to your preferences.
Practical and interactive: No abstract theory. The training helps your employees improve the customer experience from the first module.
Curriculum
What's inside
01
The customer champion within
Understand the core principles of customer experience and its impact on business growth. Learn to see the organization through the eyes of the customer and identify your role in the customer journey.
The Customer-Centric Mindset
BONUS: The Secret to Memorable Experiences
04:37
02
Listen up! Turning customer feedback into action
Learn how to listen to customers effectively, regardless of where you are in the organization (customer-facing or not, it doesn't matter). This module covers the fundamentals of listening, understanding, and acting on customer feedback to drive meaningful improvements.
Voice of the Customer & Insight Generation
Cheat Sheet: Service Stories
6 pages
BONUS: What you can learn from a major process failure
04:58
03
Your superpower: influencing the customer journey
Visualize the customer's experience from start to finish. Learn the basics of journey mapping to identify pain points, moments of truth, and opportunities for innovation.
Fundamentals of customer journey influence
Cheat Sheet: Moments of Truth
4 pages
BONUS: How preferences differ at McDonald's and beyond
03:18
BONUS: Customer Journey Template
1 page
04
Secrets from leading brands
What inspires your customers should inspire you too. This module shows how well-known brands, European and local, do it and what you can take from them.
How other companies do CX
Cheat Sheet: Recover from mistakes like a 5-star hotel does
5 pages
BONUS: How IKEA hires for success
04:50
05
From inspiration to action
Apply your knowledge in a real-world scenario. The CX Challenge tasks participants with identifying a CX problem and proposing a solution.
Find your CX superpower
Case Study: The Mini-Company Model (Arval)
BONUS: Cultivating a customer-centric culture
03:18
06
CXM Foundations certificate
Upon completion, participants receive a certificate that recognizes their understanding of fundamental CX principles.
What your team will achieve
Get all your employees on the same page, whatever their department or function.
A common language for CX
Eliminate confusion. Create clarity and alignment by ensuring everyone speaks the same language about customer experience.
Fewer silos, more collaboration
Break down departmental silos. By working from a shared framework, different departments collaborate more effectively to optimize the customer journey.
Customer-centric thinking as a reflex
Give every employee the mindset to make decisions that benefit both the customer and the business.
A foundation for future growth
Establish the groundwork on which you can build more advanced CX initiatives and a culture of continuous improvement.
Balancing data and empathy
Move beyond assumptions. Use customer feedback intelligently to make smarter, more informed decisions.
A certificate for every learner
Every learner who completes the course earns a certificate that shows they understand the principles of a customer-centric culture and can apply them.
Country editions
One framework, in your people's own language
CXM Foundations is delivered in Belgium, France, the Netherlands, Denmark, Norway, the UAE and Saudi Arabia, with examples and cases from each market, in its language. Every edition also has an English version for colleagues who work in English. Here is one slide of module 1 in three editions.
Belgium · Dutch
Denmark · Danish
Saudi Arabia · Arabic
Belgium · France · The Netherlands · Denmark · Norway · The UAE · Saudi Arabia
Questions
Frequently asked questions
Is this course only for CX professionals?
No. CXM Foundations is for everyone in the organization, from leadership to the frontline and every department in between, such as finance, IT and logistics. Everyone learns the same basics, so each person sees what their own work does to customers.
How do learners take it?
Short online modules with real examples, a knowledge check and a certificate per learner. Your people learn on our platform, or we deliver the modules as SCORM packages for your own LMS.
Can we customize the course for our organization?
Yes. We adapt it to your sector and your own cases, in English or Arabic. Where your examples fit, we use them. Everywhere else, the tested standard lessons stay.
Which languages is it available in?
English, Arabic, Dutch, French, Danish and Norwegian, with local examples and cases. Every country edition also has an English version for colleagues who don't speak the local language.
Can we run the program in-house?
Yes. Our train-the-trainer program prepares your own trainers to deliver CXM Foundations, with the materials, coaching and support they need.
What does it cost?
The price depends on how many people take it and which version you need. Request a quote and you get one proposal with one price.
Ready to put the customer at the heart of your business?
Stop the scattered efforts. Start with a clear, unified approach to customer centricity. Let's discuss how CXM Foundations can help your organization achieve this goal.