CX Essentials

Looking to build a voice of the customer program that will make a true impact? Building solid foundations is your key to success. From mastering customer feedback analysis to implementing processes and metrics, this course equips you with the tools and knowledge needed to elevate your CX strategy to new heights.

Who is this course for?

This course is for anyone eager to build a thriving Voice of the Customer program, regardless of your level of experience in CX. You'll uncover practical strategies and tactics straight from the leading voices in the industry. Designed for flexibility, our course accommodates learners at any pace. Simply start, take breaks, pick up where you left off, and finish the course whenever it suits you best.

  • CX, Customer Support, and Marketing professionals looking to build solid foundations for their voice of the customer programs

  • Individuals looking for strategies to improve customer experience and drive profitable growth from customer advocacy and loyalty

  • Individuals wishing to enhance their skills in the voice of customer analysis

What you'll learn

  • Collect Data

    Understand how to collect quality feedback across the entire customer journey.

  • Analyze Customer Feedback

    Identify steps to analyze the voice of the customer the right way.

  • Find Insights

    See how you can find meaningful insights that will help you make informed decisions.

  • Improve Key Metrics

    Learn how to improve your NPS, CSAT, and CLTV metrics.

  • Align Teams

    See how you can share your knowledge with a wider business to drive change.

  • Prove the Value

    Learn how you can connect your CX initiatives to strategic business goals.

Course Curriculum

    1. Customer Feedback Analysis Done Right - with Jonathan Beirne, Music Magpie

    1. How to Improve NPS, CSAT and CLTV with Jade Roberts, Monica Vinader

    1. Proving the Value of CX - with Alex Genov, Zappos

    1. CX Essentials Quiz

About this course

  • Free
  • 4 lessons
  • 1.5 hours of video content


Led by David Ascott, Strategy Lead at Chattermill

David Ascott
Strategy Lead
Jonathan Beirne
Chief Customer Officer
Jade Roberts
Head of Customer Experience
Alex Genov
Head of Customer Research &  Marketing Insights