CXM Professional · Online, self-paced
Measure. Map. Design. Then lead the change.
The complete customer experience management curriculum in five modules. You learn how CX professionals measure what customers go through, map the journey on evidence, design experiences that set you apart and get the organization to move with you.
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About 8 hours
Self-paced, resume anytime
5 modules
Interactive, with Study Companions
Certificate
Verifiable, add to LinkedIn
AI companion
Ask the course in Claude
Professionals from these organizations learn with us
Outcomes
What you will be able to do
Each module ends with something you can use at work the same week: a calculation, a map, a design brief or a plan for your next executive meeting.
- Explain what CX management covers and build the business case in your own organization's numbers.
- Choose the right voice of customer methods and read NPS, CSAT and effort scores without fooling yourself.
- Build journey maps on evidence and pick the moments that matter most to fix first.
- Design improvements customers notice and competitors cannot copy overnight.
- Win executive buy-in and set up the governance that keeps CX going after the launch.
- Pass the exam and earn the CXM Professional certificate.
Inside the course
See how you learn
The modules are interactive and built from learn loops: you reflect on a real situation, discover the theory, then apply it. These screens are from module 1.
Reflect
You start with a real situation and commit to your own answer, before any theory.
Discover
Then the model behind it, in one picture you can take back to work.
Apply
And you put it to work: here, the business case the way a CFO hears it.
Curriculum
Five modules, one exam
Every module has an interactive lesson and a Study Companion you can print or keep. Tools are yours to download and use.
01
Customer Experience through the eyes of CX professionals
What CX management covers, how mature organizations run it and where your own organization stands today. You leave with a first business case.
CX through the eyes of CX professionals
Interactive module
Study Companion, module 1
CX ROI Calculator
Tool, Excel
02
Decoding the Voice of Customer
Choose listening methods that fit the question, read the metrics with care and turn feedback into decisions someone owns.
Decoding the Voice of Customer
Interactive module
Study Companion, module 2
03
Mapping and designing the journey
Build journey maps on data and real customer stories, find the moments that matter and decide what to fix first.
Mapping and designing the journey
Interactive module
Study Companion, module 3
04
Designing experiences that differentiate
Move from fixing pain points to designing experiences customers remember, and test them before you scale.
Designing experiences that differentiate
Interactive module
Study Companion, module 4
05
Leading the change
Get executive buy-in, set up governance and keep the program alive after the launch energy fades.
Leading the change
Interactive module
Study Companion, module 5
06
Exam and certificate
A final knowledge test with questions drawn at random from the whole course. Pass it and your certificate is issued on the spot.
CXM Professional exam
Knowledge test
CXM Professional certificate
On passing
Included
What you get
A certificate that holds up
Issued when you pass the exam. It is permanent, anyone can check it on our verify page, and you add it to LinkedIn in one click.
AI course companion
Ask questions about the course material in Claude, during the course and long after. Your access never expires.
Tools to keep
A Study Companion for every module, the CX ROI Calculator and the Executive Buy-in Presentation Framework.
Your pace, any device
Stop when you need to. The platform remembers where you were, down to the slide.
Classroom edition
CXM Professional Classroom dates
The same curriculum in two days of case work with peers. Exam and certificate included.
Next sessions are announced here as soon as their dates are set. To book a seat or hear about new dates, write to hello@cxm.academy. Want a session for your team only? Request a quote.
Who is the classroom for?
Anyone responsible for driving customer experience: CX and service leaders, marketers, product managers, entrepreneurs and consultants who prefer to learn in a room with peers.
What is the time commitment?
Two full days, from 9 AM to 5 PM, breaks and lunch included.
What does it cost?
No classroom dates are open in the Gulf right now. CXM Professional online costs EUR 495 excluding VAT, with the exam and the CXM Professional Certificate included, and you can start right away.
When and where is the next session?
Upcoming sessions are listed on this page with their dates and price. Earlier classrooms ran in Dubai, Antwerp, Oslo and Copenhagen. To hear about new dates in the Gulf, write to hello@cxm.academy.
What if I can't attend both days?
The two days build on each other, so plan to attend both. If you have a conflict, write to us and we will look at your options.
Can we book it for our team only?
Yes. We run CXM Professional as a private classroom: two days on your dates, at your offices, built around your own cases, with an exam and a certificate per participant. Request a quote.
The exam
Two attempts, and the bar goes up
Questions are drawn at random from the whole course, so no two exams are the same. Pass with 70% on your first attempt. If you need a second attempt, the pass mark is 80%. There is no third attempt, so finish the Study Companions before you start.
Attempt 1
70%
to pass
Attempt 2
80%
to pass
Attempt 3
None
no third attempt
Learners
What learners say
Overall, the course was both thought-provoking and practical. I left with tools I have already put to use, and a strong belief that working with customer loyalty is not just a "nice to have": it is downright business critical.
Tobias Thomsen
Retention Manager, BMW
The CXM Pro course has given me both strategic overview and operational understanding. The teaching combines theory and practice in a way that makes complex CX concepts concrete and tangible.
Martin Jensen
Marketing Manager, Altibox
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
Faculty
Michel Stevens
Founder and course director, CXM Academy
Michel founded CXM Academy to teach customer experience management the way practitioners run it. He works with CX teams in Europe and the Gulf, speaks at CX events and hosts the CXM Academy Podcast. Everything in this course comes from that work.
Questions
Frequently asked
Is this only for CX professionals?
No. It is for anyone with a customer target to hit: CX and service leaders, marketers, product managers, entrepreneurs and consultants. Got an NPS target, a churn problem or a journey that keeps generating complaints? This course is for you.
How much time does it take?
About 8 hours, in five modules. You go at your own pace: some people finish in a week, others spread it over a few weeks. There are no prerequisites. Just bring yourself.
Will I get a certificate?
Yes. You choose your path: pass the multiple-choice exam or submit a capstone project. Exam questions are drawn at random, and you pass with 70% on the first attempt or 80% on the second. You then receive the CXM Professional Certificate, which is permanent and ready to add to LinkedIn.
Is there a classroom version?
Yes. The CXM Professional Classroom covers the same curriculum in two days of case work with peers, with the exam and certificate included. No classroom dates are open in the Gulf right now; until then, CXM Professional online covers the same five modules at your own pace. Want it for your team only? We also run it as a private classroom.
Can I enroll my team?
Yes. Group discounts are available. Request a quote or write to hello@cxm.academy.
Can I get an invoice?
Yes. We send an invoice in your company's name for your accounting team. Prices are in euros and exclude VAT.
Is CXM Professional available in Arabic?
Yes. There is an Arabic edition for the Gulf. The English course on this page is open to learners wherever they are.
What makes this different from other CX courses?
The lessons are interactive. Each one starts with a real scenario, asks for your answer, and only then gives you the framework. You leave with tools you use at work, such as the CX ROI Calculator and the Executive Buy-in Presentation Framework, and we update the course every quarter.
Start CXM Professional today
Five modules, the tools to apply them and a certificate that proves it. Begin right after checkout.
Excl. VAT