{"id":9,"date":"2026-10-15T11:54:22","date_gmt":"2026-10-15T09:54:22","guid":{"rendered":"https:\/\/new.cxm.academy\/fr-fr\/course\/cxm-professional-eng\/"},"modified":"2026-11-01T00:43:04","modified_gmt":"2026-10-31T23:43:04","slug":"cxm-professional-eng","status":"publish","type":"page","link":"https:\/\/www.cxm.academy\/fr-fr\/course\/cxm-professional-eng\/","title":{"rendered":"CXM Professional"},"content":{"rendered":"\n<section class=\"wp-block-group alignfull cxm-course-hero has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<nav class=\"wp-block-group cxm-crumbs is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><a href=\"\/fr-fr\/\">Accueil<\/a><\/p>\n\n\n<p class=\"wp-block-paragraph\"><a href=\"\/fr-fr\/courses\/\">Formations<\/a><\/p>\n\n\n<p class=\"wp-block-paragraph\">CXM Professional<\/p>\n\n<\/nav>\n\n\n<div class=\"wp-block-group cxm-split cxm-wide-left cxm-course-split is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-course-intro is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker cxm-oct wp-block-paragraph\">CXM Professional \u00b7 En ligne, en anglais, \u00e0 votre rythme<\/p>\n\n\n<h1 class=\"wp-block-heading cxm-mixed cxm-on-light\">Mesurer. Cartographier. Concevoir. <em>Puis conduire le changement.<\/em><\/h1>\n\n\n<p class=\"cxm-lede wp-block-paragraph\">Le programme complet de management de l'exp\u00e9rience client, en cinq modules. Vous apprenez comment les professionnels du CX mesurent ce que vivent les clients, cartographient le parcours \u00e0 partir de faits, con\u00e7oivent des exp\u00e9riences qui font la diff\u00e9rence et embarquent toute l'organisation.<\/p>\n\n\n<div class=\"wp-block-group cxm-buy is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/learn.cxm.academy\/buy\/cxm-professional\">Je m'inscris\u00a0: 495\u00a0\u20ac<\/a><\/div>\n\n<\/div>\n\n\n<p class=\"cxm-buy-vat wp-block-paragraph\">598,95\u00a0\u20ac TTC, TVA de 21\u00a0%<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"https:\/\/learn.cxm.academy\/\">D\u00e9j\u00e0 inscrit\u00a0? Reprenez votre formation<\/a><\/p>\n\n\n<p class=\"cxm-buy-note wp-block-paragraph\">Payez par carte bancaire, Apple Pay, Google Pay ou Bancontact. Vous achetez pour votre entreprise\u00a0? Indiquez votre num\u00e9ro de TVA intracommunautaire lors du paiement\u00a0: la facture vous parvient par e-mail.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-photo cxm-course-photo cxm-pos-50-35\"><img loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94.jpg 1800w, https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94-300x268.jpg 300w, https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94-1024x914.jpg 1024w, https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94-768x686.jpg 768w, https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94-1536x1371.jpg 1536w\" sizes=\"auto, (max-width: 960px) 94vw, 500px\" width=\"1800\" height=\"1607\" src=\"https:\/\/www.cxm.academy\/fr-fr\/wp-content\/uploads\/sites\/5\/2026\/10\/presenter-at-whiteboard-small-team-istock-1370642422-course-8ba90f94.jpg\" alt=\"Une intervenante au tableau blanc r\u00e9pond aux questions d'une petite \u00e9quipe\" class=\"wp-image-19\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-facts is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-fact-b wp-block-paragraph\">Environ 8 heures<\/p>\n\n\n<p class=\"cxm-fact-s wp-block-paragraph\">\u00c0 votre rythme, reprise \u00e0 tout moment<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-fact-b wp-block-paragraph\">5 modules<\/p>\n\n\n<p class=\"cxm-fact-s wp-block-paragraph\">Interactifs, avec des Study Companions<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-fact-b wp-block-paragraph\">Certificat<\/p>\n\n\n<p class=\"cxm-fact-s wp-block-paragraph\">V\u00e9rifiable, \u00e0 ajouter sur LinkedIn<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-fact-b wp-block-paragraph\">Assistant IA<\/p>\n\n\n<p class=\"cxm-fact-s wp-block-paragraph\">Interrogez la formation dans Claude<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section cxm-tight has-white-color has-text-color has-navy-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-clients-label wp-block-paragraph\">Des professionnels de ces organisations se forment avec nous<\/p>\n\n\n<div class=\"wp-block-group cxm-logos cxm-logos-n7 is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-engie\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie-white.webp 1x\" width=\"174\" height=\"62\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie-white.png\" alt=\"ENGIE\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-mercedes-benz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz-white.webp 1x\" width=\"300\" height=\"75\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz-white.png\" alt=\"Mercedes-Benz\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-bmw\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw-white.webp 1x\" width=\"74\" height=\"74\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw-white.png\" alt=\"BMW\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-booking-com\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com-white.webp 1x\" width=\"238\" height=\"40\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com-white.png\" alt=\"Booking.com\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-essent\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent-white.webp 1x\" width=\"196\" height=\"43\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent-white.png\" alt=\"Essent\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-adcb\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb-white.webp 1x\" width=\"208\" height=\"63\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb-white.png\" alt=\"ADCB\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-mcdonalds\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds-white.webp 1x\" width=\"84\" height=\"73\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds-white.png\" alt=\"McDonald's\"\/><\/figure>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-split cxm-align-start is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Objectifs<\/p>\n\n\n<h2 class=\"wp-block-heading\">Ce que vous saurez faire<\/h2>\n\n\n<p class=\"cxm-muted wp-block-paragraph\">Chaque module d\u00e9bouche sur un livrable \u00e0 utiliser au travail dans la foul\u00e9e\u00a0: un calcul, une cartographie, un brief de conception ou un plan pour votre prochain comit\u00e9 de direction.<\/p>\n\n<\/div>\n\n\n<ul class=\"wp-block-list cxm-oct-list\">\n<li>Expliquer ce que recouvre le management de l'exp\u00e9rience client et construire le business case avec les chiffres de votre organisation.<\/li>\n\n<li>Choisir les bonnes m\u00e9thodes d'\u00e9coute client et lire les scores NPS, CSAT et d'effort sans vous raconter d'histoires.<\/li>\n\n<li>Construire des cartographies de parcours fond\u00e9es sur des faits et rep\u00e9rer les moments qui comptent le plus, \u00e0 corriger en priorit\u00e9.<\/li>\n\n<li>Concevoir des am\u00e9liorations que vos clients remarquent et que vos concurrents ne peuvent pas copier du jour au lendemain.<\/li>\n\n<li>Obtenir l'adh\u00e9sion de la direction et mettre en place la gouvernance qui fait vivre le CX apr\u00e8s le lancement.<\/li>\n\n<li>R\u00e9ussir l'examen et obtenir le certificat CXM Professional.<\/li>\n<\/ul>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"inside\" class=\"wp-block-group alignfull cxm-section cxm-peek has-white-color has-text-color has-navy-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker cxm-kicker-gold wp-block-paragraph\">Au c\u0153ur de la formation<\/p>\n\n\n<h2 class=\"wp-block-heading\">D\u00e9couvrez comment vous allez apprendre<\/h2>\n\n\n<p class=\"cxm-sec-intro wp-block-paragraph\">Les modules sont interactifs et construits en boucles d'apprentissage\u00a0: vous r\u00e9fl\u00e9chissez \u00e0 une situation r\u00e9elle, d\u00e9couvrez la th\u00e9orie, puis l'appliquez. Ces \u00e9crans, en anglais, sont tir\u00e9s du module 1.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-peek-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-peek-item is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-peek-screen\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-1.webp 1x\" width=\"960\" height=\"540\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-1.jpg\" alt=\"Un \u00e9cran de la formation\u00a0: un DAF sceptique remet en question un budget CX de 1,2 million d&#x27;euros, et vous saisissez d&#x27;abord votre r\u00e9ponse\"\/><\/figure>\n\n\n<p class=\"cxm-peek-step wp-block-paragraph\">R\u00e9fl\u00e9chir<\/p>\n\n\n<p class=\"cxm-peek-cap wp-block-paragraph\">Vous partez d'une situation r\u00e9elle et vous vous engagez sur votre propre r\u00e9ponse, avant toute th\u00e9orie.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-peek-item is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-peek-screen\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-3.webp 1x\" width=\"960\" height=\"540\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-3.jpg\" alt=\"Un \u00e9cran de la formation\u00a0: la valeur pour l&#x27;entreprise, pour le client et pour la marque en \u00e9quilibre, avec le CX au centre\"\/><\/figure>\n\n\n<p class=\"cxm-peek-step wp-block-paragraph\">D\u00e9couvrir<\/p>\n\n\n<p class=\"cxm-peek-cap wp-block-paragraph\">Puis le mod\u00e8le qui l'explique, en une seule image que vous pouvez r\u00e9utiliser au travail.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-peek-item is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-peek-screen\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-2.webp 1x\" width=\"960\" height=\"540\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-inside-pro-2.jpg\" alt=\"Un \u00e9cran de la formation\u00a0: le business case tel qu&#x27;un DAF l&#x27;entend, des membres fid\u00e9lis\u00e9s jusqu&#x27;\u00e0 un retour de 200\u00a0%\"\/><\/figure>\n\n\n<p class=\"cxm-peek-step wp-block-paragraph\">Appliquer<\/p>\n\n\n<p class=\"cxm-peek-cap wp-block-paragraph\">Et vous passez \u00e0 la pratique\u00a0: ici, le business case tel qu'un DAF l'entend.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-soft-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Programme<\/p>\n\n\n<h2 class=\"wp-block-heading\">Cinq modules, un examen<\/h2>\n\n\n<p class=\"cxm-sec-intro wp-block-paragraph\">Chaque module comprend une le\u00e7on interactive et un Study Companion \u00e0 imprimer ou \u00e0 conserver. Les outils sont \u00e0 vous\u00a0: t\u00e9l\u00e9chargez-les et utilisez-les.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-modules is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">01<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">L'exp\u00e9rience client vue par les professionnels de la CX<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Ce que recouvre le management de l'exp\u00e9rience client, comment les organisations matures le pilotent et o\u00f9 en est la v\u00f4tre aujourd'hui. Vous repartez avec un premier business case.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-play is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">La CX vue par les professionnels de la CX<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Module interactif<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-pdf is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Study Companion, module 1<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">PDF<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-sheet is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">CX ROI Calculator<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Outil, Excel<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">02<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">D\u00e9coder la voix du client<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Choisissez des m\u00e9thodes d'\u00e9coute adapt\u00e9es \u00e0 la question, lisez les indicateurs avec discernement et transformez les retours en d\u00e9cisions port\u00e9es par un responsable.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-play is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">D\u00e9coder la voix du client<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Module interactif<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-pdf is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Study Companion, module 2<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">PDF<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">03<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Cartographier et concevoir le parcours client<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Construisez des cartographies de parcours \u00e0 partir de donn\u00e9es et de vraies histoires de clients, rep\u00e9rez les moments qui comptent et d\u00e9cidez quoi corriger en premier.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-play is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Cartographier et concevoir le parcours client<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Module interactif<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-pdf is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Study Companion, module 3<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">PDF<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">04<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Concevoir des exp\u00e9riences qui font la diff\u00e9rence<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Passez de la correction des irritants \u00e0 la conception d'exp\u00e9riences dont vos clients se souviennent, et testez-les avant de les d\u00e9ployer \u00e0 grande \u00e9chelle.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-play is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Concevoir des exp\u00e9riences qui font la diff\u00e9rence<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Module interactif<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-pdf is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Study Companion, module 4<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">PDF<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">05<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Piloter le changement<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Obtenez l'adh\u00e9sion de la direction, mettez en place la gouvernance et faites vivre le programme une fois l'enthousiasme du lancement retomb\u00e9.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-play is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Piloter le changement<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Module interactif<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-pdf is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Study Companion, module 5<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">PDF<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-slides is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Executive Buy-in Presentation Framework<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Outil, PDF<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-module is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-n wp-block-paragraph\">06<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Examen et certificat<\/h3>\n\n\n<p class=\"cxm-module-desc wp-block-paragraph\">Un test final de connaissances, avec des questions tir\u00e9es au sort dans l'ensemble de la formation. R\u00e9ussissez-le et votre certificat est d\u00e9livr\u00e9 sur-le-champ.<\/p>\n\n\n<div class=\"wp-block-group cxm-lessons is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-book is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Examen CXM Professional<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">Test de connaissances<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-lesson cxm-ic-award is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-lesson-t wp-block-paragraph\">Certificat CXM Professional<\/p>\n\n\n<p class=\"cxm-lesson-k wp-block-paragraph\">D\u00e8s la r\u00e9ussite<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Inclus<\/p>\n\n\n<h2 class=\"wp-block-heading\">Ce qui est inclus<\/h2>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-grid-4 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-card cxm-get-card cxm-ic-award is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Un certificat qui a du poids<\/h3>\n\n\n<p class=\"wp-block-paragraph\">D\u00e9livr\u00e9 d\u00e8s que vous r\u00e9ussissez l'examen. Il est permanent, chacun peut le v\u00e9rifier sur notre page de v\u00e9rification et vous l'ajoutez sur LinkedIn en un clic.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-card cxm-get-card cxm-ic-chat is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Assistant IA de la formation<\/h3>\n\n\n<p class=\"wp-block-paragraph\">Posez vos questions sur le contenu de la formation dans Claude, pendant la formation et bien apr\u00e8s. Votre acc\u00e8s n'expire jamais.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-card cxm-get-card cxm-ic-download is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Des outils \u00e0 garder<\/h3>\n\n\n<p class=\"wp-block-paragraph\">Un Study Companion par module, le CX ROI Calculator et l'Executive Buy-in Presentation Framework.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-card cxm-get-card cxm-ic-clock is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">\u00c0 votre rythme, sur tous vos appareils<\/h3>\n\n\n<p class=\"wp-block-paragraph\">Faites une pause quand vous le souhaitez. La plateforme garde en m\u00e9moire l'endroit o\u00f9 vous vous \u00eates arr\u00eat\u00e9, \u00e0 la diapositive pr\u00e8s.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"classroom\" class=\"wp-block-group alignfull cxm-section has-soft-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker cxm-kicker-cal wp-block-paragraph\">\u00c9dition en pr\u00e9sentiel<\/p>\n\n\n<h2 class=\"wp-block-heading\">Dates du CXM Professional Classroom<\/h2>\n\n\n<p class=\"cxm-sec-intro wp-block-paragraph\">Le m\u00eame programme, en anglais, en deux jours d'\u00e9tudes de cas entre pairs, anim\u00e9es par nos formateurs. 1\u00a0250\u00a0\u20ac HT par participant, examen et certificat compris.<\/p>\n\n<\/div>\n\n<\/div>\n<div class=\"wp-block-group cxm-sessions is-layout-flow wp-block-group-is-layout-flow\" role=\"list\"><div class=\"wp-block-group cxm-session is-layout-flow wp-block-group-is-layout-flow\" role=\"listitem\"><div class=\"wp-block-group cxm-session-d is-layout-flow wp-block-group-is-layout-flow\"><p class=\"cxm-session-date wp-block-paragraph\" id=\"cxm-session-1-date\"><time datetime=\"2027-03-02\">2 et 3 mars<\/time><\/p><p class=\"cxm-session-sub wp-block-paragraph\">2027 \u00b7 2 jours<\/p><\/div><div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading\" id=\"cxm-session-1\">Anvers<\/h3><p class=\"cxm-session-info wp-block-paragraph\">Botanic Sanctuary \u00b7 En n\u00e9erlandais \u00b7 de 9\u00a0h \u00e0 17\u00a0h<\/p><\/div><div class=\"wp-block-group cxm-session-act is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button cxm-btn-sm\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/learn.cxm.academy\/buy\/cxm-professional-classroom?session=28433b55-6c31-4d97-a868-7b012c78f2bb\" aria-describedby=\"cxm-session-1 cxm-session-1-date\">R\u00e9server une place<\/a><\/div><\/div><p class=\"cxm-session-seats wp-block-paragraph\">Places disponibles<\/p><\/div><\/div><div class=\"wp-block-group cxm-session is-layout-flow wp-block-group-is-layout-flow\" role=\"listitem\"><div class=\"wp-block-group cxm-session-d is-layout-flow wp-block-group-is-layout-flow\"><p class=\"cxm-session-date wp-block-paragraph\" id=\"cxm-session-2-date\"><time datetime=\"2027-03-04\">4 et 5 mars<\/time><\/p><p class=\"cxm-session-sub wp-block-paragraph\">2027 \u00b7 2 jours<\/p><\/div><div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading\" id=\"cxm-session-2\">Amsterdam<\/h3><p class=\"cxm-session-info wp-block-paragraph\">Lieu \u00e0 confirmer \u00b7 En n\u00e9erlandais \u00b7 de 9\u00a0h \u00e0 17\u00a0h<\/p><\/div><div class=\"wp-block-group cxm-session-act is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button cxm-btn-sm\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/learn.cxm.academy\/buy\/cxm-professional-classroom?session=0c6eef10-a5e9-4114-826d-b83df93f0ff4\" aria-describedby=\"cxm-session-2 cxm-session-2-date\">R\u00e9server une place<\/a><\/div><\/div><p class=\"cxm-session-seats wp-block-paragraph\">Places disponibles<\/p><\/div><\/div><div class=\"wp-block-group cxm-session is-layout-flow wp-block-group-is-layout-flow\" role=\"listitem\"><div class=\"wp-block-group cxm-session-d is-layout-flow wp-block-group-is-layout-flow\"><p class=\"cxm-session-date wp-block-paragraph\" id=\"cxm-session-3-date\"><time datetime=\"2027-03-09\">9 et 10 mars<\/time><\/p><p class=\"cxm-session-sub wp-block-paragraph\">2027 \u00b7 2 jours<\/p><\/div><div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading\" id=\"cxm-session-3\">Helsinki<\/h3><p class=\"cxm-session-info wp-block-paragraph\">Lieu \u00e0 confirmer \u00b7 En anglais \u00b7 de 9\u00a0h \u00e0 17\u00a0h<\/p><\/div><div class=\"wp-block-group cxm-session-act is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button cxm-btn-sm\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/learn.cxm.academy\/buy\/cxm-professional-classroom?session=a6afc523-2876-4af7-9317-9c255795e81e\" aria-describedby=\"cxm-session-3 cxm-session-3-date\">R\u00e9server une place<\/a><\/div><\/div><p class=\"cxm-session-seats wp-block-paragraph\">Places disponibles<\/p><\/div><\/div><\/div>\n<p class=\"cxm-sessions-more wp-block-paragraph\">Besoin d'autres dates\u00a0? \u00c9crivez \u00e0 <a href=\"mailto:hello@cxm.academy\">hello@cxm.academy<\/a> et nous vous pr\u00e9viendrons d\u00e8s que de nouvelles dates seront fix\u00e9es. Vous souhaitez une session pour votre \u00e9quipe uniquement\u00a0? <a href=\"https:\/\/www.cxm.academy\/fr-fr\/courses-teams\/#quote\">Demandez un devis<\/a>.<\/p>\n\n<div class=\"wp-block-group cxm-faq cxm-classroom-faq is-layout-flow wp-block-group-is-layout-flow\">\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>\u00c0 qui s'adresse la formation en pr\u00e9sentiel\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">\u00c0 toute personne charg\u00e9e de faire progresser l'exp\u00e9rience client\u00a0: responsables CX et service client, professionnels du marketing, chefs de produit, entrepreneurs et consultants qui pr\u00e9f\u00e8rent apprendre en salle, entre pairs.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Combien cela co\u00fbte-t-il\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">\u00c0 partir de 1\u00a0250\u00a0\u20ac HT par participant, examen et certificat CXM Professional compris. Chaque session a son propre prix.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Quand et o\u00f9 a lieu la prochaine session\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Les prochaines sessions sont annonc\u00e9es ici d\u00e8s que leurs dates sont fix\u00e9es. Les sessions pr\u00e9c\u00e9dentes ont eu lieu \u00e0 Anvers, Oslo, Copenhague et Duba\u00ef. Pour \u00eatre inform\u00e9 des nouvelles dates, \u00e9crivez \u00e0 hello@cxm.academy.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Et si je ne peux pas assister aux deux journ\u00e9es\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Les deux journ\u00e9es s'encha\u00eenent et se compl\u00e8tent\u00a0: pr\u00e9voyez d'assister aux deux. En cas d'emp\u00eachement, \u00e9crivez-nous et nous examinerons les solutions possibles.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Pouvons-nous la r\u00e9server pour notre \u00e9quipe uniquement\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Nous organisons CXM Professional en intra-entreprise\u00a0: deux jours aux dates de votre choix, dans vos locaux, construits autour de vos propres cas, avec un examen et un certificat pour chaque participant. Demandez un devis.<\/p>\n\n<\/details>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-white-color has-text-color has-navy-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-exam is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker cxm-kicker-gold wp-block-paragraph\">L'examen<\/p>\n\n\n<h2 class=\"wp-block-heading\">Deux tentatives, et la barre monte<\/h2>\n\n\n<p class=\"cxm-exam-text wp-block-paragraph\">Les questions sont tir\u00e9es au sort dans l'ensemble de la formation\u00a0: aucun examen ne ressemble \u00e0 un autre. \u00c0 la premi\u00e8re tentative, il faut 70\u00a0% pour r\u00e9ussir. Si vous avez besoin d'une deuxi\u00e8me tentative, le seuil passe \u00e0 80\u00a0%. Il n'y a pas de troisi\u00e8me tentative\u00a0: terminez donc les Study Companions avant de vous lancer.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-attempts is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-attempt is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-attempt-lbl wp-block-paragraph\">Tentative 1<\/p>\n\n\n<p class=\"cxm-attempt-val wp-block-paragraph\">70\u00a0%<\/p>\n\n\n<p class=\"cxm-attempt-note wp-block-paragraph\">pour r\u00e9ussir<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-attempt is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-attempt-lbl wp-block-paragraph\">Tentative 2<\/p>\n\n\n<p class=\"cxm-attempt-val wp-block-paragraph\">80\u00a0%<\/p>\n\n\n<p class=\"cxm-attempt-note wp-block-paragraph\">pour r\u00e9ussir<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-attempt cxm-off is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-attempt-lbl wp-block-paragraph\">Tentative 3<\/p>\n\n\n<p class=\"cxm-attempt-val wp-block-paragraph\">Aucune<\/p>\n\n\n<p class=\"cxm-attempt-note wp-block-paragraph\">pas de troisi\u00e8me tentative<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section cxm-voices has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">T\u00e9moignages<\/p>\n\n\n<h2 class=\"wp-block-heading\">Ce que disent nos participants<\/h2>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-voices-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-voice is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-quote-line wp-block-paragraph\">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.<\/p>\n\n\n<div class=\"wp-block-group cxm-voice-who is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Tobias Thomsen<\/strong><\/p>\n\n\n<p class=\"cxm-voice-role wp-block-paragraph\">Retention Manager, BMW<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-voice is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-quote-line wp-block-paragraph\">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.<\/p>\n\n\n<div class=\"wp-block-group cxm-voice-who is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Martin Jensen<\/strong><\/p>\n\n\n<p class=\"cxm-voice-role wp-block-paragraph\">Marketing Manager, Altibox<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-voice is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-quote-line wp-block-paragraph\">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.<\/p>\n\n\n<div class=\"wp-block-group cxm-voice-who is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Camilla Norseng<\/strong><\/p>\n\n\n<p class=\"cxm-voice-role wp-block-paragraph\">Head of Customer Experience, ICE, Norv\u00e8ge<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-soft-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-faculty is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-faculty-img\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-headshot.webp 1x\" width=\"452\" height=\"452\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-headshot.jpg\" alt=\"Michel Stevens\"\/><\/figure>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Formateur<\/p>\n\n\n<h2 class=\"wp-block-heading\">Michel Stevens<\/h2>\n\n\n<p class=\"cxm-role wp-block-paragraph\">Fondateur et directeur p\u00e9dagogique, CXM Academy<\/p>\n\n\n<p class=\"cxm-faculty-bio wp-block-paragraph\">Michel a fond\u00e9 CXM Academy pour enseigner le management de l'exp\u00e9rience client tel qu'il se pratique sur le terrain. Il accompagne des \u00e9quipes CX en Europe et dans le Golfe, intervient lors d'\u00e9v\u00e9nements CX et anime le CXM Academy Podcast. Tout le contenu de cette formation est issu de cette pratique.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group cxm-wrap cxm-narrow is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Questions<\/p>\n\n\n<h2 class=\"wp-block-heading\">Questions fr\u00e9quentes<\/h2>\n\n\n<div class=\"wp-block-group cxm-faq is-layout-flow wp-block-group-is-layout-flow\">\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Cette formation est-elle r\u00e9serv\u00e9e aux professionnels du CX\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Non. Elle s'adresse \u00e0 toute personne qui a un objectif client \u00e0 atteindre\u00a0: responsables CX et service client, professionnels du marketing, chefs de produit, entrepreneurs et consultants. Un objectif NPS, un taux de churn qui grimpe ou un parcours qui g\u00e9n\u00e8re sans cesse des r\u00e9clamations\u00a0? Cette formation est faite pour vous.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Combien de temps faut-il pr\u00e9voir\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Environ 8 heures, en cinq modules, en anglais. Vous avancez \u00e0 votre rythme\u00a0: certains terminent en une semaine, d'autres \u00e9talent la formation sur quelques semaines. Aucun pr\u00e9requis\u00a0: lancez-vous.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Vais-je obtenir un certificat\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Vous choisissez votre voie\u00a0: r\u00e9ussir l'examen sous forme de QCM ou rendre un projet final (capstone). Les questions d'examen sont tir\u00e9es au sort, et il faut obtenir 70\u00a0% pour r\u00e9ussir \u00e0 la premi\u00e8re tentative, 80\u00a0% \u00e0 la deuxi\u00e8me. Vous recevez alors le certificat CXM Professional, qui n'expire pas et que vous pouvez ajouter \u00e0 votre profil LinkedIn.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Existe-t-il une version en pr\u00e9sentiel\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Le CXM Professional Classroom reprend le m\u00eame programme, en anglais, en deux jours d'\u00e9tudes de cas entre pairs, anim\u00e9es par nos formateurs. \u00c0 partir de 1\u00a0250\u00a0\u20ac HT par participant, examen et certificat compris. Chaque session a son propre prix. Vous le souhaitez pour votre \u00e9quipe uniquement\u00a0? Nous l'organisons aussi en intra-entreprise.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Puis-je inscrire mon \u00e9quipe\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Nous proposons des tarifs de groupe. Demandez un devis ou \u00e9crivez \u00e0 hello@cxm.academy.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Puis-je obtenir une facture\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Nous pouvons vous envoyer une facture \u00e9tablie \u00e0 la raison sociale de votre entreprise, avec son num\u00e9ro de TVA intracommunautaire. Les prix affich\u00e9s sont hors taxes. Les particuliers de l'UE paient en plus 21\u00a0% de TVA belge (495\u00a0\u20ac HT font 598,95\u00a0\u20ac TTC). Les entreprises \u00e9tablies dans l'UE hors de Belgique, en France notamment, et disposant d'un num\u00e9ro de TVA intracommunautaire valide sont factur\u00e9es hors TVA belge, en autoliquidation.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Qu'est-ce qui distingue cette formation des autres formations CX\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Les le\u00e7ons sont interactives. Chacune part d'une situation r\u00e9elle, vous demande votre r\u00e9ponse, et seulement ensuite vous donne le mod\u00e8le. Vous repartez avec des outils \u00e0 utiliser au travail, comme le CX ROI Calculator et l'Executive Buy-in Presentation Framework, et nous mettons la formation \u00e0 jour chaque trimestre.<\/p>\n\n<\/details>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-section cxm-pt-0 has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-cta-panel is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Commencez la formation CXM Professional d\u00e8s aujourd'hui<\/h2>\n\n\n<p class=\"wp-block-paragraph\">Cinq modules, les outils pour les mettre en pratique et un certificat qui le prouve. Vous d\u00e9marrez juste apr\u00e8s le paiement.<\/p>\n\n\n<div class=\"wp-block-group cxm-cta-actions is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button is-style-gold\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/learn.cxm.academy\/buy\/cxm-professional\">Je m'inscris\u00a0: 495\u00a0\u20ac<\/a><\/div>\n\n<\/div>\n\n\n<p class=\"cxm-buy-vat wp-block-paragraph\">598,95\u00a0\u20ac TTC, TVA de 21\u00a0%<\/p>\n\n\n<p class=\"cxm-continue wp-block-paragraph\"><a href=\"https:\/\/learn.cxm.academy\/\">D\u00e9j\u00e0 inscrit\u00a0? Reprenez votre formation<\/a><\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Accueil Formations CXM Professional CXM Professional \u00b7 En ligne, en anglais, \u00e0 votre rythme Mesurer. Cartographier. Concevoir. Puis conduire le changement. Le programme complet de management de l'exp\u00e9rience client, en cinq modules. Vous apprenez comment les professionnels du CX mesurent ce que vivent les clients, cartographient le parcours \u00e0 partir de faits, con\u00e7oivent des exp\u00e9riences [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":4,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-course","meta":{"cxm_tkey":"course\/cxm-professional-eng","footnotes":""},"class_list":["post-9","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/9","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/comments?post=9"}],"version-history":[{"count":11,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/9\/revisions"}],"predecessor-version":[{"id":98,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/9\/revisions\/98"}],"up":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/4"}],"wp:attachment":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/media?parent=9"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}