A tailored course, built for your situation
Customer Experience Performance Management for Digital Leaders
A tailored system to measure, optimize, and scale CX performance in digital-first telecom environments
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Stepping into a leadership role overseeing CX performance without a clear framework for measuring impact or aligning teams?
The situation this course is for
You're now responsible for proving CX's ROI, aligning cross-functional teams, and translating customer insights into performance outcomes, all while operating in a fast-moving digital environment. Legacy tools don't scale to this level of accountability, and generic training doesn't reflect your context. Without a structured approach, momentum stalls and insights remain siloed.
Who this is for
A newly promoted CX leader in a digital-first organization, accountable for performance metrics, customer journey integrity, and cross-functional alignment
Who this is not for
Individual contributors without strategic influence, or leaders focused only on front-line service delivery without performance analytics
What you walk away with
- Define and defend a CX performance framework aligned with business KPIs
- Translate customer journey data into actionable performance levers
- Build stakeholder consensus using structured reporting templates
- Diagnose and resolve experience gaps using digital signal analysis
- Scale improvements through automated feedback and iteration
The 12 modules (with all 144 chapters)
Module 1. Foundations of CX Performance Management
Establish the core principles of performance-driven CX, including key metrics, stakeholder mapping, and alignment with digital strategy. Learn how to transition from reactive support to proactive performance leadership.
12 chapters in this module
- Defining CX performance
- Metrics that matter
- Stakeholder expectations
- Digital maturity mapping
- Customer journey ownership
- KPI alignment framework
- Performance governance
- Data-driven culture
- Leadership mindset shift
- Benchmarking current state
- Roadmap planning
- Execution readiness
Module 2. Customer Journey Intelligence
Deepen visibility into customer interactions across digital touchpoints. Build a system to identify friction points, prioritize interventions, and validate improvements with real data.
12 chapters in this module
- Journey mapping methods
- Touchpoint analysis
- Friction detection
- Digital behavior tracking
- Voice of customer setup
- Sentiment analysis
- Pain point clustering
- Root cause frameworks
- Impact scoring
- Validation techniques
- Iteration planning
- Scaling insights
Module 3. Performance Metrics That Drive Action
Move beyond NPS and CSAT. Design a balanced scorecard that links customer behavior to operational and financial outcomes, ensuring accountability across teams.
12 chapters in this module
- Beyond satisfaction scores
- Behavioral indicators
- Operational linkage
- Financial impact models
- Real-time dashboards
- Scorecard design
- Team accountability
- Incentive alignment
- Trend interpretation
- Anomaly detection
- Reporting cadence
- Executive communication
Module 4. Data Integration for Unified Insights
Break down silos between CRM, support, and digital analytics platforms. Create a unified view of the customer journey to power faster, more accurate decisions.
12 chapters in this module
- System landscape audit
- Data source inventory
- Integration patterns
- ETL basics
- Unified customer profile
- Event tracking setup
- Data quality rules
- Governance standards
- Cross-platform queries
- Automation triggers
- Insight validation
- Scalability planning
Module 5. Stakeholder Alignment and Influence
Gain buy-in from technical, operational, and executive teams by framing CX initiatives in their language and aligning to shared goals.
12 chapters in this module
- Influence without authority
- Stakeholder mapping
- Communication styles
- Business case crafting
- Initiative framing
- Objection handling
- Consensus building
- Executive storytelling
- Progress transparency
- Feedback integration
- Change adoption
- Sustained engagement
Module 6. Digital Experience Optimization
Apply lean principles to digital interfaces. Learn how to test, learn, and iterate on web and app experiences to improve conversion and satisfaction.
12 chapters in this module
- Digital heuristic review
- UX performance metrics
- A/B testing setup
- Conversion funnel analysis
- Microcopy impact
- Navigation clarity
- Load time effects
- Mobile optimization
- Session replay use
- Feature adoption
- Error reduction
- Iteration velocity
Module 7. Voice of Customer Program Design
Build a scalable, always-on feedback system that captures insights across channels and translates them into action plans.
12 chapters in this module
- Feedback channel audit
- Survey strategy
- Passive feedback capture
- Open text analysis
- Thematic coding
- Sentiment tracking
- Trend identification
- Action loop design
- Team assignment
- Resolution tracking
- Follow-up protocols
- Program evolution
Module 8. Closing the Loop with Customers
Turn feedback into trust by designing response workflows that acknowledge, act, and close the loop, both operationally and emotionally.
12 chapters in this module
- Response time standards
- Personalization tactics
- Empathy in messaging
- Action confirmation
- Escalation paths
- Resolution tracking
- Customer sentiment recovery
- Follow-up timing
- Automation rules
- Team accountability
- Quality assurance
- Impact measurement
Module 9. CX and Operational Alignment
Bridge CX with operations by aligning service design, agent enablement, and process efficiency to customer expectations.
12 chapters in this module
- Service blueprinting
- Process gap analysis
- Agent experience audit
- Training alignment
- Knowledge base quality
- First contact resolution
- Handoff efficiency
- Wait time reduction
- Policy flexibility
- Empowerment frameworks
- Feedback integration
- Continuous improvement
Module 10. Scaling Improvements Across Markets
Replicate successes across regions while adapting to local nuances in behavior, language, and infrastructure.
12 chapters in this module
- Regional variation analysis
- Localization strategy
- Centralized governance
- Local empowerment
- Pilot rollout design
- Adoption tracking
- Cultural adaptation
- Language nuances
- Infrastructure constraints
- Performance benchmarking
- Knowledge transfer
- Global-local balance
Module 11. Building a Culture of CX Excellence
Embed customer-centricity into daily operations through rituals, recognition, and leadership modeling.
12 chapters in this module
- Leadership modeling
- Team rituals
- Recognition programs
- Story sharing
- CX ambassador network
- Onboarding integration
- Performance reviews
- Incentive alignment
- Feedback culture
- Transparency habits
- Customer stories
- Sustained focus
Module 12. Future-Proofing CX Performance
Anticipate emerging trends in digital behavior, automation, and customer expectations to stay ahead of disruption.
12 chapters in this module
- Trend monitoring
- Emerging tech scanning
- Automation opportunities
- AI readiness
- Privacy expectations
- Channel evolution
- Behavior shifts
- Scenario planning
- Innovation pipelines
- Experiment design
- Adaptation frameworks
- Leadership foresight
How this maps to your situation
- New leadership role with expanded CX scope
- Need to prove ROI of CX initiatives
- Cross-functional alignment challenges
- Digital transformation under way
Before vs. after
Before
Overwhelmed by competing priorities, unclear metrics, and siloed data, struggling to prove CX's value at scale.
After
Confidently leading a data-driven CX performance function with clear frameworks, stakeholder alignment, and measurable impact.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per week over 12 weeks, with self-paced access for ongoing reference.
If nothing changes
Without a structured approach, CX initiatives remain fragmented, stakeholder trust erodes, and performance gaps persist, putting customer retention and brand reputation at risk.
How this compares to the alternatives
Generic CX courses focus on theory or front-line tactics. This program is built for leaders accountable for performance outcomes in digital environments, offering structured frameworks, real-world templates, and implementation guidance not found in off-the-shelf training.
Frequently asked
Who is this course designed for?
It's for leaders stepping into CX performance roles with responsibility for metrics, cross-functional alignment, and digital strategy.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is there a money-back guarantee?
Yes, 30-day money-back guarantee if you find the content not relevant to your role.
$199 one-time. Approximately 3 hours per week over 12 weeks, with self-paced access for ongoing reference..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours