CXM Academy faculty
Learn customer experience without the fluff
Every creator at CXM Academy owns the operational reality of their specialism. They don't teach what should work. They teach what they've made work, in real organizations.
How our faculty teach
This is what learning looks like at CXM Academy
01
Practitioners, not academics
Every creator at CXM Academy has run the work inside organizations long enough to know which parts of the textbook break first.
02
One thing, taught deeply
A CXM Academy creator owns one thing. They earn the right to teach it because they've done it over and over.
03
Working artifacts, not workshop deliverables
Each program ends with something you can use the moment you finish: a management tool, a business case, a plan.
Meet the faculty
Four creators. Four things they refuse to teach badly.
Michel Stevens
Founder & Course Director
CXM Professional · Customer Journey Specialist
I don't build courses for one team. I build them for the whole organization.
Founder of CXM Academy. He built the academy on the conviction that you can't change what customers feel by training one team: you have to align the whole organization. He hosts the CXM Academy Podcast and leads CXM Professional and Customer Journey Specialist.
Rasmus Houlind
Faculty · Personalization Playbook
Author · originator of the Bowtie of Personalization
Personalization that pays, without breaking trust.
Author of Hello, $FirstName: Profiting from Personalization and originator of the Bowtie of Personalization, with two decades in international marketing practice. He teaches the framework that separates teams who know what they're personalizing from teams who just have the tools.
Alain Thys
Faculty · Monetizing The Experience
Author · Customer Transformation Architect
Don't talk about the fluffy stuff. Start speaking in financial impact.
Three decades at the top of brands and 500,000+ customers influenced. Founder of Transformation Architects and author of The Transformation Code and So, You Want to Become Customer Centric. He teaches the conversation that turns CX from a slogan into a line on the P&L.
Dimitri Jambé
Faculty · Interaction by Design
Customer contact and learning expert · Independent CX trainer
He started out training his colleagues in customer service about 20 years ago. Today he is an independent CX consultant and trainer, and the creator of Interaction by Design. He teaches the conversation itself: what a great one sounds like, and how team leads coach their people toward it every day.
Questions
Frequently asked questions
Who teaches the courses?
Practitioners who still do the work. Michel Stevens, our founder and course director, created CXM Foundations, CXM Professional and Customer Journey Specialist. Rasmus Houlind, author and originator of the Bowtie of Personalization, created The Personalization Playbook. Alain Thys, author and Customer Transformation Architect, created Monetizing The Experience. Dimitri Jambé created Interaction by Design for frontline teams.
Can we book a private class for our team?
Yes. Private team training is 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. We work on your own cases, so the team practices on its own customers.
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.