This is the biggest update to our coursework in two years. Three courses, rebuilt:
CXM Foundations, the course that trains the entire organisation, not just the CX team.
CXM Professional and Customer Journey Specialist, our two flagship courses for customer experience professionals.
The obvious change is the optics: a cleaner interface and better imagery. But that’s the surface. Underneath it, we added new insights, new cases, and a genuine refinement of our educational approach, the way the material is sequenced, the way it asks you to think before it tells you what to think.
Here’s how we know it’s working. CX professionals now score 9 to 11 percentage points higher on their final test than they did before the update. A higher score isn’t the goal in itself, it’s a signal. It means people retain the knowledge for longer and apply the skills faster. That’s what we’re actually after: setting professionals up to succeed inside their own organisations.
A student from Booking.com summed it up two weeks ago, better than any of our own copy could:
“I really like the approach because it makes you think upfront, it makes you learn new things faster, and it allows you to apply it immediately.”
She pinpointed exactly what we’re trying to do. The easy path, for any training company, is to record a video, press play, and hope the spaghetti sticks to the wall. It’s also one of the least efficient ways to learn anything. So we build for thinking, not watching.
The update we just shipped is large, but it isn’t unusual. It’s how we operate.
Every course we run gets updated at least once a quarter, and often more frequently than that, when new academic research changes what we ought to be teaching. The field of customer experience doesn’t sit still, and neither should the material that claims to teach it. New insights, new techniques, new cases: we want them in front of you while they’re still current, not three editions from now.
There’s one more piece that matters, and it’s the one we’re proudest of.
Every update goes out to everyone in the network, for free. It doesn’t matter whether you bought your course last week or last year. When we improve a course, your version improves too. You don’t repurchase. You don’t upgrade. You just log in and find it better than you left it.
That’s what we mean when we say a course is never finished. It’s not a product you buy once. It’s a living thing you have access to, and we keep making it sharper on your behalf.
If you’re already in the network, log back in and see what’s changed. If you’re not yet, this is what you’d be joining.
