Founder & Course Director
Michel Stevens
I don't build courses for one team. I build them for the whole organization.
The thesis
Most CX programs fail for the same reason
Someone trains one team and sends them back into an organization that hasn't been trained. The customer keeps traveling across marketing, sales, product, operations and service, and keeps meeting people who are not in the same conversation.
Michel built CXM Academy to fix that: customer fluency across the whole organization, so the people who make decisions about customers actually understand them.
Today CXM Academy reaches sixteen countries, from France to Indonesia to Argentina. Michel hosts the CXM Academy Podcast, with long-form episodes on how customer experience differs across countries and cultures and short-form episodes with practitioners, and he leads two of the academy's flagship programs.
His programs
Two programs. One refusal to treat CX as a department.
CXM Professional
Map. Measure. Manage. Master.
Five modules and a capstone, designed for the people who own a CX program inside their organization. Every learner walks out with a CX strategic plan: a working document that argues for the case, names the customer, picks the journey priorities and manages the change.
- Financial argument: frame CX in the language Finance and the executive committee actually use.
- Voice of Customer system: design a Voice of Customer that produces decisions and foundational insights.
- Journey management: journey management that drives change, including the operational reality behind every step.
- Change management: Service Design, ADKAR and other techniques, applied to the reality you work in.
Michel's promise: a working CX program that you can use on Monday morning.
EUR 495 per person, self-paced
Online
Classroom
Customer Journey Specialist
Beyond the journey map, to the change that follows it.
For practitioners who already build journey maps and want them to drive change. Six chapters: strategic alignment, deconstructing the customer voice, the five-step method, the business case, the certification and a bonus research report.
- Strategic alignment: anchor journey work to a real decision before the workshops start.
- Deconstruct the voice: separate event from emotion, complaint from cause, qualitative from quantitative.
- The five-step method: Align, Listen, Map, Decide, Embed, each with a framework, an exercise and a deliverable.
- A business case: framed in the language Finance and Operations both accept.
Michel's promise: a journey management approach that produces decisions.
EUR 495 per person
Online
Classroom
In his words
You can't fix that with a workshop if the rest of the organization never gets in the room. That's why I built CXM Academy. If you want to change what customers feel, you have to change what the entire organization believes. Same language. Same lens. Same understanding of what's actually at stake when a customer decides whether to stay or leave.
Michel Stevens, founder of CXM Academy
What his learners say
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
Ready to build customer-centric habits that last?
Start self-paced today, or book a conversation and we'll match the right layer and delivery to your organization.