NEVADA | PROFESSIONAL EXPERIENCE

Program Professional Framework

ISM Endorsed Certificate in Advanced Customer Experience (CACX)

Program Overview

This advanced course is aimed at professionals who already run CX activities and now need to build CX into strategy, governance and analytics. It covers CX strategy and vision, CX governance and cross-functional ownership, journey orchestration across channels, closed-loop voice-of-customer systems, CX analytics including text and sentiment analysis, building the financial case for CX investment, personalisation and the responsible use of AI in service. Participants assess CX maturity and design a roadmap, using cases from GCC banks, telecom operators, airlines and government service entities.

Learning Outcomes

✓Formulate a CX vision and strategy aligned with brand and organisational goals.
✓Design CX governance with cross-functional ownership, councils and journey owners.
✓Build a closed-loop voice-of-customer process that triggers individual and systemic follow-up.
✓Analyse CX data, including text and sentiment, to identify drivers of loyalty and churn.
✓Quantify the return on CX investment by linking experience metrics to revenue, cost and retention.
✓Assess CX maturity and develop a phased transformation roadmap.

Target Audience

CX directors and senior CX managers
Customer insight and analytics leads
Service design and journey owners
Marketing and brand managers with CX responsibilities

Detailed Program Modules

01CX Strategy and Vision

Linking CX to brand and business strategy
CX vision and guiding principles
Competitive CX positioning in GCC markets

02CX Governance and Ownership

CX councils and journey ownership
Roles across marketing, operations and IT
CX policies and standards

03Journey Orchestration

End-to-end and cross-channel journeys
Service blueprints and back-stage processes
Personalisation and next-best-action

04Closed-Loop Voice of Customer

Inner-loop and outer-loop follow-up
Integrating surveys, complaints and digital feedback
Root-cause and systemic fixes

05CX Analytics and the Business Case

Driver analysis and text analytics
Linking CX metrics to financial outcomes
Building the CX investment case

06CX Maturity and Transformation

CX maturity assessment
Responsible use of AI in customer service
Transformation roadmap and change leadership

Training Methodology

Interactive expert-led sessions grounded in workplace examples

Case studies and practical exercises drawn from the region

Group workshops with peer review of decisions and deliverables

Formative feedback against clear performance criteria

Applied Project & Assessment

Applied Project

Participants develop a CX transformation proposal for their organisation: a CX vision, governance model, a closed-loop VoC design, a driver analysis on sample data and a business case with a maturity-based roadmap.

Assessment

Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.

University Certificate & International Accreditation

Professional Certificate accredited by University of Malaya in ISM Endorsed Certificate in Advanced Customer Experience (CACX)

International accreditation: Global Leadership Organization (GLO)