The

Academy
Programme

  1. Raises awareness of the role that CX plays within a business
  2. Provides practical ways in which colleagues can take steps to improve the experience they provide
  3. Helps businesses to proliferate a customer-centric culture using a group of ‘customer champions’
  4. Helps employees understand the basics of CX so that they can contribute to any CX improvement programmes

The PEN CX Academy Offering

1-2 day courses

1-2 day courses

The PEN CX Academy course

Classroom-based learning designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and approaches of customer experience

Follow up

Follow up

Virtual and physical tours

Designed to deliver deep experiential learning by exposing people to selected organisations who are leading the way in designing and delivering great customer experiences

Webinars

Designed to provide regular communications to reinforce learnings from the courses

Support and mentoring

Designed to check in with attendees and help hone their skills


CCXP study support

CCXP study support

CCXP exam

The PEN CX Academy provides the potential for accreditation and the option to study for the Certified Customer Experience Professional (CCXP) qualification. 

Alumni network

Alumni network

Membership

Designed to keep sharing and networking with other like-minded people who have also attended a PEN CX Academy course

Video Case Study: Old Mutual Wealth

The guys from PEN CX have worked with us to create a fully bespoke Academy course which has been delivered to around 60 of our people in the UK and over 700 globally.

They took the time to fully immerse themselves into our culture and the impact has been very positive. A number of key projects have resulted, including Journey Mapping and improvement and also our award winning Magical Moments initiative. We continue to roll-out the Academy internally and are continually driving customer and employee experience upwards

Christina DoldingHead of Customer Experience, Old Mutual Wealth

Example course outline

Purpose and Strategy

Purpose and Strategy

Learn how best to structure the governance and decision making to prioritise and move initiative forward

Understand how to measure CX and through three ‘voices’ – customer, process and employee

Understand how ready the business is to make customer-centric change

Design

Design

Learn techniques to build empathy and loyalty with customers by understanding how they think and feel

Determine the significance of and how to design and implement a CX framework

Create customer journey maps for how things happen today and what ideally could happen in the future

People & Culture

People & Culture

Understand best practice for a customer-centric culture

Learn ways to make effective cultural change

Understand the employee experience and how it compares to the customer experience created

Measurement & Governance

Measurement & Governance

Define what CX is and why it is important

Define why an organisation exists and what that means for its customers and employees

Understand the importance of customer promises and how to deliver a customer strategy

Delivered Experience

Delivered Experience

Understand the shift towards advocacy and the impact it can have on performance

Learn about the stages businesses go through to achieve differentiated experiences for customers

Use case studies from businesses who do CX well